2nd Line Support IT Engineer

  • Job ref:


  • Location:

    Newcastle upon Tyne, Tyne and Wear

  • Sector:


  • Job type:


  • Salary:

    £24000 - £35000 per annum

  • Contact:

    Tom Barrett

  • Email:

  • Published:

    over 1 year ago

  • Start date:


2nd Line IT Support Engineer

Location: Newcastle

Salary: £24,000 - £35,000 per annum


We're looking for a very strong 2nd line/entry level 3rd line IT engineer with a sound technical background and solid experience in all aspects of technical support. Responsible for troubleshooting a wide range of technical issues within 2nd line as well pro-active monitoring and involvement in supporting 3rd line project work.

A typical day can be varied and may include troubleshooting 2nd line issues including escalated tickets from our service desk, dealing with 3rd party vendors, field/site visits, involvement in local/cloud server and email migrations and 3rd line project work.

Key tasks:

  • Provide professional IT support and troubleshooting to clients via telephone, remote support and onsite visits

  • Diagnose and fix critical IT issues within company SLA's

  • Manage escalated tickets from 1st line team

  • Liaise directly and competently with clients regarding technical issues ensuring clients are satisfied with the resolution

  • Identify reoccurring technical faults and recommendations to escalations manager

  • Technically assist and mentor the junior technical teams

  • Assist with 3rd line project work

  • Continue learning and develop skills through training opportunities


  • At least 3 yrs experience in IT

  • Managed Service Provider experience would be an advantage

  • Good understanding of technologies such as DHCP, DNS, GPO, ADDS, Exchange, networking (routing and switching), virtualisation (Hyper-V and VMware), storage, backup and cloud technologies (Azure, Office365)

  • Dealing with 3rd party vendors

  • Previous field experience is essential

  • Project management; server/email migration experience would be an advantage

Essential skills:

  • Excellent communication skills with clients via telephone, email and face to face

  • Ability to communicate with clients effectively, jargon free

  • Excellent documentation/recording skills

  • Able to work well as part of a team and individually

  • Maintain awareness of new and emerging technologies

  • To display a willingness to make decisions; exhibit sound and accurate judgement and include appropriate people in the decision-making process