2nd Line Support Engineer

2nd Line Support Engineer

Based in Stoke

Permanent Opportunity

£25,000 - £28,000 per annum

Discretionary Bonus

* Must hold current SC Clearance or be able to obtain it

Job Description

As 2nd Line Support Engineer, you will act as a key member of the technical support team on site at our Stoke-On-Trent Offices, with the potential of supporting customer requirements offsite and within datacenters when required. Working across the Service Operations functions, you will support external and internal customers.


  • Service support and administration of managed service offerings - liaising with on-site support teams, delivery partners and suppliers to resolve issues within agreed SLAs.

  • Working closely with the Service Desk Manager and supporting internal improvements on the internal toolset and IT requirements

  • Manage escalated customer problems, working closely with the 1st line team to ensure we deliver to SLA and customer expectations.

  • Be an active part of the new customer and service take on process.

  • Be an active part of the new service development process.

  • Manage internal maintenance and monitor patching requirements across all services.

  • Diagnosing and resolving problems to the customers' satisfaction.

  • Provide proactive management of customer solutions to ensure we deliver a high level of customer service.

  • Act as subject matter expert and mentor for both 1st and 2nd line support personnel.

  • Maintain and develop your own knowledge and skills in line with being an expert in your chosen specialisation.

Required Skills

  • Windows 10

  • Windows Server 2012 R2, 2016 to 2019

  • VMware Horizon, ESXi & vSphere

  • Polycom VOIP hardware

  • Skype for Business

  • Office 365 suite

  • Active Directory

  • QNap Backup Hardware

  • Nakivo

  • McAfee Anti-Virus

  • Sophos Anti-Virus

  • Windows RDS systems

  • Dell and Meraki Switches

  • Palo Alto & OPNSense firewalls

  • HP Thin clients

  • Dell & Lenovo Laptops

  • SharePoint