Job Description
We are seeking an outstanding 2nd Line Service Desk Engineer with advanced technical expertise. Our organisation takes pride in combining top-notch customer service with cutting-edge innovation to deliver the best technical support experience to our clients. At our organisation, you’ll find more than a job; you'll find a place to grow, innovate, and be valued.
To excel in this role, you will need excellent communication skills, strong organisational abilities, and a passion for growth and development. We aim not just for your success in this position but for you to thrive and flourish, offering funded certifications, flexible work arrangements, and an environment where your contributions truly make an impact.
As a 2nd Line Service Desk Engineer, you will provide both onsite and remote technical support for our clients. You will manage occasional onsite technical issues with client IT systems. When not onsite, you will perform the duties of a 2nd Line Service Desk Engineer, serving as an escalation point for 1st Line Service Desk Engineers. This role includes fault diagnosis and resolution, and providing onsite, remote, and telephone support for client infrastructure and end-users.
You will also be part of the on-call rotation, addressing client calls outside of regular hours to maintain high service standards. This responsibility typically involves one weekend every six weeks. Whether you’re currently working as, or aspiring to be, a Field Engineer, Field Technician, Network Engineer, Onsite Engineer, Tech Support, or IT Support Engineer, this role provides the perfect opportunity to take your career to the next level.
Our ideal candidate is a seasoned Technical Support Engineer with a solid background in Managed Service Providers.
This role is perfect for someone currently working as, or aspiring to be, a Field Engineer, Field Technician, Network Engineer, Onsite Engineer, Tech Support, or IT Support Engineer. Whether you’re currently working as, or aspiring to be, a Field Engineer, Field Technician, Network Engineer, Onsite Engineer, Tech Support, or IT Support Engineer, this role provides the perfect opportunity to take your career to the next level.
We provide career progression paths, funded training for certifications, and access to ongoing professional development.
Responsibilities:

• Resolve escalated technical issues that require in-depth troubleshooting.
• Troubleshoot and repair advanced hardware, software, and network problems.
• Serve as the point of escalation for Level 1 technicians.
• Evaluate issues to determine if they require further escalation to other specialised teams.
• Ensure proper handover and documentation during escalations.
• Maintain professional and clear communication with clients during troubleshooting.
• Provide regular updates on issue resolution and ensure clients are informed of progress. At a minimum provide clients updates on active tickets daily.
• Explain complex technical solutions in simple terms to non-technical clients.
• Maintain and update detailed documentation for resolved issues and client environments.
• Contribute to and expand the organisation’s knowledge base by documenting newly encountered solutions.
• Provide guidance and mentorship to Level 1 technicians by sharing knowledge and best practices.
• Take responsibility around ownership and management of tickets in their absence. No tickets should be assigned to any engineer in their absence.
• Work closely with our NOC, VCIO, and other teams to ensure proactive maintenance and issue prevention.
• Participate in team meetings and knowledge sharing sessions.
• Communicate frequently with other teams to ensure smooth handoffs and resolution of escalated issues.

Skills & Experience Required:

• Proven experience as a 2nd Line Support Engineer or similar role.
• Microsoft 365 management (Exchange Online, Share Point, Intune and other core services).
• Strong experience with Microsoft’s Client Operating Systems, primarily Windows 7/8.1/10/11 as well as key desktop applications such as Microsoft’s Office suite.
• Strong knowledge of Windows Server operating systems.
• Familiarity with Mac OS and Office applications.
• Core networking fundamentals (TCP/IP, LAN, WAN & technologies, etc).
• Excellent customer service skills and ability to communicate technical information to non-technical users.
• Ability to work independently and prioritise tasks effectively.

Why Join Us?

• Competitive starting salary from £30,000, with regular performance reviews and merit-based raises.
• Bonus schemes and additional time off for exceptional service.
• Casual dress code and vibrant company culture, including regular team events and surprise perks.
• Flexible working arrangements to support your lifestyle.

If you are a highly motivated individual with a passion for technology and a desire to provide exceptional support to our clients, we encourage you to apply. Join our team as a 2nd Line Support Engineer and take your career to the next level.
Job Type: Full-time
Pay: From £30,000.00 per year
Additional pay:

• Bonus scheme
• Performance bonus

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Free parking
• On-site parking
• Referral programme
• Sick pay
• Work from home

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Cirencester, Gloucestershire: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (preferred)

Experience:

• Technical support: 3 years (required)
• Customer service: 3 years (required)

Licence/Certification:

• Driving Licence (required)

Work authorisation:

• United Kingdom (required)

Location:

• Cirencester, Gloucestershire (preferred)

Work Location: In person