2nd Line Support Engineer
Location: Sevenoaks, Kent
Job Type: Full-time
Salary: £27,000 – £36,000 per annum (depending on experience)
About Us
We are a well-established IT services provider with a strong reputation for technical expertise and exceptional customer service. We support organisations across a wide range of sectors, including healthcare, legal, manufacturing, finance, and commodities.
Our services include:
- Managed IT support
- Cloud services
- Cybersecurity
- Hardware and software solutions
- IT consultancy
As our business continues to grow, we are looking for an experienced 2nd Line Support Engineer to join our friendly and collaborative team.
The Role
This is a varied and hands-on position providing both remote and on-site technical support to a diverse customer base. You will take ownership of escalated support issues, troubleshoot complex technical problems, and work closely with 1st line engineers, customers, and third-party suppliers to deliver effective solutions.
The successful candidate will be customer-focused, technically capable, and comfortable working in a fast-paced MSP environment.
Key Responsibilities
- Provide 2nd line technical support to customers remotely and on-site
- Diagnose and resolve escalated hardware, software, network, and cloud-related issues
- Support and mentor 1st line engineers where required
- Take ownership of incidents through to successful resolution
- Maintain accurate technical documentation and update support records
- Liaise with customers and third-party vendors to ensure timely issue resolution
- Contribute to continuous improvement of support processes and customer service standards
Skills & Experience Essential
- Excellent customer service and communication skills
- Strong troubleshooting and problem-solving abilities
- Ability to prioritise and manage your own workload effectively
- Self-motivated with a positive, can-do attitude
- Ability to work independently and as part of a team
- Experience producing clear and accurate technical documentation
Technical Experience
You should have experience supporting and troubleshooting:
- Windows 10 and Windows 11
- macOS
- Microsoft 365 (Exchange Online, SharePoint, and Teams)
- Microsoft Intune and Mobile Device Management (MDM)
- Microsoft Azure and Entra ID
- Active Directory, Group Policy, and user administration
- Backup and disaster recovery solutions
- Printers, scanners, and peripheral devices
- Networking fundamentals and fault diagnosis
- VoIP and hosted telephony systems
Desirable Experience
- LAN, WAN, VPN, and VLAN technologies
- Managed switches, Wi-Fi solutions, firewalls, and routers
- Hyper-V and other virtualisation technologies
- Cybersecurity solutions and best practices
- Server administration and cloud infrastructure
- Previous experience working within an MSP or multi-customer support environment
Benefits
- Competitive salary
- 20 days annual leave plus bank holidays
- Additional day off for your birthday
- Ongoing training and development opportunities
- Exposure to a wide range of technologies and projects
- Career progression opportunities within a growing business
If you are an experienced 2nd Line Support Engineer looking to develop your career within a supportive and expanding IT services company, we would love to hear from you.
Pay: £27,000.00-£36,000.00 per year
Ability to commute/relocate:
- Sevenoaks TN15: reliably commute or plan to relocate before starting work (preferred)
Application question(s):
- Are you able to reliably commute to Sevenoaks, Kent and work in the office for 5 days
Work Location: In person
