2nd Line IT Support Engineer

Key Duties

Technical Support

• Act as an escalation point for incidents and service requests.
• Diagnose and resolve technical issues escalated by the Service Desk.
• Perform troubleshooting across customer environments to identify and resolve underlying issues.
• Carry out root cause analysis and implement preventative actions where recurring problems are identified.
• Manage escalated support tickets through Connectwise, ensuring accurate documentation and time logging.
• Provide remote and occasional on-site technical support where required.

Project Delivery

• Participate in the delivery of infrastructure and system deployment projects.
• Support planning, testing and implementation activities for infrastructure upgrades and migrations.
• Carry out project tasks including system configuration, deployments and customer onboarding activities.
• Work with internal teams and suppliers to ensure projects are delivered successfully.

Networking and Connectivity

• Troubleshoot networking issues affecting customer infrastructure and services.
• Investigate problems involving switching, routing, wireless connectivity and firewall configuration.
• Assist with configuration and support of managed firewall platforms including VPN connectivity and security policies.
• Use diagnostic tools and monitoring systems to identify network performance issues.

Telecoms Support

• Assist with troubleshooting of hosted VoIP services where infrastructure or network issues impact performance.
• Investigate connectivity or configuration issues affecting voice services when required.
• Collaborate with telecoms specialists when deeper product-level investigation is needed.

Documentation

• Maintain accurate technical documentation including configuration records, network diagrams and operational procedures.
• Ensure customer environments are properly documented within internal systems.
• Document troubleshooting procedures and resolutions to support team knowledge sharing.

Technical Skills Required

• Strong knowledge of networking concepts including VLANs, switching, routing and wireless infrastructure.
• Experience configuring and troubleshooting firewall platforms and VPN connectivity.
• Solid experience supporting Windows operating systems, Windows Server and Active Directory environments.
• Experience using monitoring tools and diagnostic utilities to investigate technical issues.
• Understanding of IT security best practices including patching, access control and endpoint protection.

Benefits

• 23 days holiday rising to 28, plus bank holidays
• Pension Scheme
• Healthcare Cashplan
• Voucher and discount hub
• Cycle to work scheme
• Free Parking
• Ability to work from home

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