2nd Line Support Engineer

The Opportunity:

If you’re an experienced IT Support Engineer looking to join a collaborative, people-focused business where you can develop your technical skills across a broad range of technologies, this is a fantastic opportunity.

As the company continues to grow, they are looking for a 2nd Line Support Engineer to join their Helpdesk team. This is a role where you’ll gain exposure to a wide range of technologies across IT and telecoms, working closely with clients while developing your expertise in a supportive and forward-thinking environment.

You’ll be part of a company that values long-term development, encourages progression, and supports you in gaining industry-recognised certifications.

Why This Role Stands Out:

• Salary up to £32,000 per annum (depending on experience)
• Annual profit share through an Employee Ownership Trust
• Project-related bonuses based on successful delivery outcomes
• Market-leading, fully funded training and certifications (worth thousands)
• Clear career progression opportunities within a growing organisation
• Hybrid working model (to be discussed)
• 25 days annual leave plus bank holidays (increasing with service)
• Optional charity volunteering day
• Pension scheme
• Health and wellness programme
• Employee rewards platform
• Free on-site parking
• TOIL or overtime pay for additional hours worked
• Modern office environment designed for productivity and collaboration
• Supportive, team-oriented culture focused on delivering excellence

What the 2nd Line Support Engineer Will Do:

As a 2nd Line Support Engineer, you’ll play a key role in delivering high-quality IT support to a wide range of clients.

• Troubleshoot and resolve Helpdesk incidents across IT systems and services
• Provide end-user support alongside back-end troubleshooting (Microsoft 365, servers, networks)
• Manage and prioritise support requests via phone, email and ticketing systems
• Act as an escalation point for 1st Line Engineers and escalate complex issues where required
• Configure and maintain hardware, software and infrastructure environments
• Contribute to documentation, knowledge base improvements and overall service delivery

The Technology Environment & What You Need:

This role will suit someone with a strong Helpdesk background who enjoys problem-solving and working across multiple technologies.

• At least 2 years’ experience in an IT Helpdesk environment using a PSA/ITSM tool
• Strong knowledge of Microsoft 365 and Windows/MacOS environments
• Experience supporting server technologies (Active Directory, DNS, DHCP, Group Policy)
• Understanding of networking fundamentals (LAN, VPNs, routing, connectivity)
• Experience with remote support and monitoring tools (e.g. Datto RMM, TeamViewer)
• Strong communication, organisation and incident management skills
• Full UK driving licence

Desirable:

• Microsoft 365 certifications or working towards them
• Knowledge of Azure, firewalls or disaster recovery solutions
• Experience with VoIP systems and business connectivity

Why You Should Apply:

This is an opportunity to join a business that genuinely invests in its people – not just through training and certifications, but by giving you real ownership, trust and a clear path to progress.

As an employee-owned organisation, you’ll directly benefit from the company’s success while working in a culture that values collaboration, longevity and doing things properly. With a strong focus on employee development, long-term progression, and a supportive team culture, this is an excellent opportunity for someone looking to build a lasting career in IT support.

If you’re an IT Helpdesk Engineer or 2nd Line Support Engineer looking for a role where you can expand your skills, work with a wide range of technologies, and be part of a collaborative and growing business, this role offers both stability and progression.

Apply now or message me directly for a confidential conversation. You don’t need a perfect CV to start the discussion.

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