2nd Line Support Engineer

2nd Line Support Engineer

Based in Stoke-On-Trent

Permanent Opportunity

£30,000 - £35,000 per annum

MOD Project

* Must be able to obtain an SC Clearance

Job Description

As the 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 off site and within datacenters when required. Working across the Service Operations functions, you will support external and internal customers.


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

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

  • Be willing to join the on-call Rota to support our services out of hours if required.

  • Working closely with the Service Operations lead 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 (Service Level Agreements) and customer expectations.

  • Diagnosing and resolving problems to the customers' satisfaction.

  • Provide initiative-taking management of customer solutions to ensure we deliver an important level of customer service.

Administration and troubleshooting of following technologies:

  • 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 (Remote Desktop Solution) systems

  • Dell and Meraki Switches

  • Palo Alto & OPNSense firewalls

  • HP Thin clients

  • Dell & Lenovo Laptops

  • SharePoint

Skills, Qualities, and Experience

  • Ability to work autonomously under your own initiative.

  • To succeed within this role, you will need to a good communicator and be able to convey technical issues to non-technical users.

  • A commitment to continually developing technical skills.

  • Initiative and pro-activity matched by an ability to be a strong member of a team.

  • Experience of managed service environments, with an awareness of ITIL best practice.

  • Experience of build, test, and implementation of systems, along with 3rd line operational support.