2nd Line IT Support Engineer


Permanent / £35,000

Our client (A global MSP) are looking for a strong, experienced 2nd Line Support Engineer to be based on client site in London (Canary Wharf). The role will be hybrid (c.3 days per week in office) and will be providing first, second and basic third line desktop support, working alongside the site manager. Provide desktop and server admin support. Liaise with vendors and other IT personnel for problem resolution. Providing telephone support to our customers by answering calls and raising tickets on our system. Occasional field service. Ticket escalations to senior engineering team.


1. Answer the telephone as first point of contact and log any service ticket using the service desk staging process ensuring that any quick service tickets are worked on over the phone.

2. triage any service ticket logged by email using the service desk staging process to ensure the SLA, type, sub type and item level (If applicable) is set correctly.

3. Attempt to resolve any service tickets on first touch that have either been logged via phone, email or assigned directly and escalate to 3rd line using our escalation process if unable to resolve within an acceptable amount of time.

4. Help the Site Manager and NOC manager manage the queues and bring any issues to his/her attention.

5. Identify any repeat issues during the staging process and use our problem ticket process to identify potential problem tickets.

6. Ensure all your time sheets and ticket updates are as accurate as possible.

7. Manage ticketing system queues and service tickets where ownership is given to ensure that the support desk processes are followed and all service tickets are left in the right configuration to reflect the issue or last update.

8. Ensure all engineering time sheets and service ticket updates are as accurate as possible.

Experience and attributes required:

1. Highly motivated and focused team player

2. Demonstrate an understanding of technical ability proficient with first, second and basic third line
At least 5 years commercial IT Support experience in
a. MS Server and Desktops – MCITP.
b. Support of email systems for client (Exchange, Outlook)
c. Networking Admin skills
d. MS Office

3. Proven experience in installing, configuring and troubleshooting Windows 8 and Windows 10

4. Experience with supporting users on remote desktop services

5. Experience of providing remote user support on the telephone and on external client sites

6. Experience with administrative tasks associated with Active Directory services

7. Experience of troubleshooting Office Suite 2013 to 2019

8. Experience with Office 365 and Exchange online

9. Experience in dealing with VIP users

10. Experience with virtualization for example – Vmware

11. Experience with monitoring systems

12. Good understanding of networking – OSI network layers, TCP/IP, DHCP

13. Understanding of data protection and data security

14. Demonstrate strong organisational skills

15. Have an understanding of what is required to communicate effectively between various business levels both internally and externally (clients, suppliers and vendors)

Although not essential, it would be advantageous to have experience with the following:
• Connectwise
• Solarwinds N-Able
• Mimecast
• Sophos

Working Hours: When in initial few weeks you will be 9-5 then shifts will be as follows…

• 07:00 – 15:30
• 08:00 – 16:30
• 09:00 – 17:30
• 10:00 – 18:30

Apply now!!!

Ben Jarvis

Posted by

Ben Jarvis

Managing Director

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