2nd Line Service Engineer - IT (24/7 Shift)

• Take ownership of technical incidents through to resolution.
• Provide remote support across desktops, servers, and cloud environments.
• Troubleshoot Windows Server, desktop, virtualisation, and Azure-related issues.
• Monitor and respond to system alerts and performance incidents.
• Maintain accurate ticket updates, technical documentation, and knowledge base articles.
• Collaborate with internal teams, customers, and third-party suppliers.
• Participate in major incident management and structured shift handovers.
• Deliver excellent customer service within a fast-paced 24/7 support environment.

Technologies:

• Azure
• Cloud
• Hyper-V
• Incident Management
• Support
• ITIL
• ITSM
• LAN
• Security
• ServiceNow
• VPN
• VMware
• Windows, We are recruiting a 2nd Line Service Engineer to join our brand new, high performing 24/7 support team in Solihull, West Midlands. This is a permanent role with a 4 on / 4 off shift pattern and 12-hour shifts covering 7am to 7pm and 7pm to 7am. The position offers a salary of £30,000 to £32,000 plus a 20% shift allowance, giving an OTE of £38,400. You will work with a diverse customer base in a collaborative environment where we value proactive problem solving, strong customer focus, and the delivery of outstanding support in a fast-paced service setting. ECS Resource Group is an Equal Opportunity Employer.

• Previous experience in a 2nd Line Service Desk, IT Support, or Service Engineer role.
• Experience working within an MSP (Managed Service Provider) environment.
• Strong troubleshooting and incident resolution skills.
• Experience supporting Windows Desktop and Server environments.
• Experience supporting VMware and/or Hyper-V.
• Experience supporting Microsoft Azure.
• Experience using ITSM/ticketing systems, with ServiceNow preferred.
• Excellent communication and customer service skills.
• Must be eligible for SC Security Clearance.
• Desirable: experience working within a 24/7 or shift-based support environment.
• Desirable: exposure to monitoring tools such as LogicMonitor.
• Desirable: knowledge of networking technologies including LAN, WAN, VPN, and Wi-Fi.
• Desirable: ITIL Foundation certification.
• Desirable: Microsoft or other relevant technical certifications.