2nd Line Support Desk Engineer

Are you passionate about technology and delivering exceptional customer support? This is your chance to join a rapidly growing company at the forefront of IT and Communication Solutions. We work with clients of all sizes, from small businesses to large enterprises, across both private and public sectors. As we continue to expand, we’re looking for proactive, customer-focused 2nd Line Support Desk Engineer to strengthen our technical support team.

Why You’ll Love This Role

• Be the first point of contact for technical issues, making a real impact on user experience.
• Work with cutting-edge IT and telecommunication technologies.
• Join a supportive team that values collaboration, growth, and innovation.
• Enjoy career development opportunities, ongoing training, and yearly reviews.

What You’ll Do

• Frontline Support: Handle incoming technical queries via phone, email, or ticketing system, ensuring accurate logging and prioritisation.
• Troubleshooting: Diagnose and resolve common issues with hardware, software, networks, and VoIP systems.
• Escalation: Be a point of escalation to our 1st Line team and pass complex problems to 3rd line specialist teams while ensuring smooth handover and follow-up.
• Customer Care: Deliver friendly, professional service that keeps users informed and supported.
• Knowledge Sharing: Maintain documentation and contribute to our internal knowledgebase.
• System Monitoring: Assist with proactive monitoring to prevent downtime.

• Experience: Minimum 3 year previous technical support or customer service experience in IT and Telecommunications.
• Technical Skills:
• Windows/Mac OS, Active Directory, M365
• Network troubleshooting (TCP/IP, LAN/WAN, DHCP, DNS) on UniFi and Omada networks or equivalent products
• VoIP technologies (SIP/RTP), routers, switches, VPNs
• Wi-Fi solutions
• CCTV systems
• Communication: Ability to explain technical issues in simple terms.
• Problem-Solving: Methodical approach and strong troubleshooting skills.
• Customer Focus: A positive, service-driven attitude.
• Other: Full UK Driving License required.

Desirable (but not essential):

• IT certifications (CompTIA A+, etc.)
• Experience with remote access tools, ticketing systems
• Knowledge of Linux, AWS/Azure, * 2nd Line Technical Support: 3 years (preferred)

• Competitive salary: £30,000 - £35,000 (DOE)
• Overtime opportunities
• Health plan & pension scheme
• Ongoing training and career progression
• Yearly salary and development reviews
• A collaborative, friendly team environment
• Regular team-building and social events
• 28 Days Holiday per annum (after 2 years consecutive service an increase of 1 day to a maximum of 31 days)

Working Hours: Monday to Friday, 7am-7pm (shift rotation). On-call availability required (paid overtime).

Ready to take the next step in your IT career? Apply today and join a company that values your skills, supports your growth, and invests in your future.

Job Type: Full-time

Pay: £30,000.00-£35,000.00 per year

Benefits:

• Company pension
• Free parking
• Health & wellbeing programme
• On-site parking