It support Work, Jobs in Horsham (with Salaries)

2nd Line IT Support Engineer
Global 4 —Horsham
- Full-time
- Conflict management
- Mentoring
- Referral programme
Quick apply
First Line Support / Helpdesk Engineer - Hybrid
Uptime Solutions —Crawley
- Full-time
- Windows
- Microsoft Office
- Analysis skills
First Response Engineer - Service Desk - MSP
Uptime —Horsham
- 8 hour shift
- Windows
- Microsoft Office
- Analysis skills
Quick apply
2nd line Technical Support Engineer
ERGOS UK —Crawley
- £32,000 - £39,999 a year
- Full-time
- Hybrid work
- Windows
- Microsoft Office
- Analysis skills
- Free parking
- Annual leave
Quick apply
Desktop Engineer -Gatwick Airport
ESP Global Services Limited —Gatwick Airport
- £30,000 a year
Quick apply
Service Desk Analyst
RSPCA —Horsham
- Full-time
- Hybrid work
- Google Suite
- Travel
- Communication skills
7d
IT Helpdesk Technician
FluidOne —Brighton
- Full-time
- Computer networking
- Employee assistance programme
13d
3rd Line MSP Service Desk Technician
Kogo Limited —East Grinstead
- £44,000 - £50,000 a year
- Full-time
- Azure
- Windows
- Travel
- Free parking
- Bereavement leave
Quick apply
7d
IT Support Jr. / Service Desk Analyst Jr.
Kronia —Brighton
- £25,000 - £35,000 a year
- Full-time
- Google Suite
- Customer service
- Windows
Quick apply
IT Support - Trainee
ramsac —Guildford
- £26,000 - £27,000 a year
- Hybrid work
- Microsoft Office
- Mentoring
Quick apply
IT Service Desk Analyst
Unitemps Surrey —Guildford
- £17.13 an hour
- Temporary
- Hybrid work
- In-person
- Annual leave
Quick apply
7d
2nd Line Engineer - Hybrid - MSP
Uptime —Horsham
- Weekend availability
- Hybrid work
- Azure
- Windows
- Analysis skills
Quick apply
Trainee IT Support Engineer
Uptime Solutions Ltd —Crawley
- £24,000 - £25,000 a year
- 8 hour shift
- Windows
- Microsoft Office
- Analysis skills
Quick apply
Junior IT Support Engineer
Black Sheep Support Ltd —Brighton
- From £25,000 a year
- Full-time
- Azure
- Customer service
- Travel
- Health & wellbeing programme
- Annual leave
Quick apply
9d
Administrator Deskside Services
HCLTech —Gatwick Airport
- £25,420 - £35,000 a year
- Computer Science
- English
- Travel
Quick apply
7d
IT Solutions Support Consultant
OPUS TECHNOLOGY —Reigate
- £47,000 - £52,000 a year
- Full-time
- Hybrid work
- Azure
- Life insurance
- Referral programme
Quick apply
System Support Administrator
Impact Food Group —Woking
- Full-time
- POS
- Organisational skills
- School
- Annual leave
- Employee discount
Quick apply
1st/2nd Line IT Support Engineer - Farnborough
Microbyte Solutions Ltd —Farnborough
- Full-time
- Google Suite
Quick apply
L2 Support Engineer
Uptime Solutions —Three Bridges
- £35,000 a year
- Weekend availability
- Azure
- Windows
- Analysis skills
IT Technician
The Sixth Form College Farnborough —Farnborough
- £30,338 - £37,721 a year
- Full-time
- IT
12d

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2nd Line IT Support Engineer

Global 4 -
Horsham

Quick apply

Job details

Permanent | Full-time

Benefits

Paid volunteer time
Referral programme

Qualifications

Technical troubleshooting
Stakeholder liaison
Incident queue management
CCNA
Mentoring junior staff
Ticket management
Internal department liaison
Network infrastructure
Service restoration
Conflict management
Mentoring
Technical support incident logging
Network support
Telecommunication
ISO 27001
IP networking
Customer support
Customer interaction
IT incident logging
Root cause analysis
Fault diagnosis and repair
Incident log maintenance
Help desk

Full job description

2nd Line Technical Support Engineer

Location: Horsham, West Sussex

Position Type: Full-time, Permanent

Hours: Monday to Friday, 08:30 - 17:30

Salary Range: Negotiable (Depending on experience)

About Global 4

At Global 4, we Love Tech. We provide a wide range of market-leading telecom, connectivity, cloud, and IT services to businesses across the UK. Our vision is to solve our customers' technology challenges by advising, implementing, and supporting the right solutions with best-in-class service excellence.

Purpose of the Role

As a 2nd Line Technical Support Engineer, you will bridge the gap between initial triage and deep infrastructure/vendor support. You will act as the key escalation point for our 1st Line team, taking ownership of complex data, broadband, and Unified Communications (UCaaS) faults. Operating in a fast-paced environment, your goal is to troubleshoot technical issues efficiently, hit strict Service Level Agreements (SLAs), and communicate technical resolutions in simple, clear terms to our customers.

Key Responsibilities

Provide 2nd Line Technical Support for escalated incidents across broadband, VoIP, and network infrastructure, ensuring timely and effective resolution with minimal supervision.
Perform advanced diagnostics and fault isolation using tools such as packet capture analysis, SIP tracing, and router configuration interfaces (e.g., CLI, GUI).
Troubleshoot and resolve complex service-affecting issues including latency, jitter, call routing anomalies, and authentication failures across multi-vendor platforms.
Liaise with third-party providers (e.g., carriers, hardware vendors, hosted service platforms) to escalate and coordinate resolution of external faults.
Maintain comprehensive and structured ticket documentation, ensuring all actions, timestamps, and communications are logged in accordance with internal standards and regulatory frameworks (ISO 27001, GDPR).
Conduct validation testing post-resolution, including line tests, QoS verification, and service restoration checks to ensure no residual impact to the customer.
Proactively monitor ticket queues and system alerts, triaging based on severity, SLA targets, and customer impact to maintain operational efficiency.
Contribute to root cause analysis and problem management by identifying recurring faults and proposing long-term fixes or process improvements.
Collaborate with engineering, provisioning, and service delivery teams to ensure seamless handovers and coordinated resolution of cross-functional issues.
Act as a technical escalation point within the team, supporting junior staff and sharing expertise through documentation, training, and peer mentoring.
Demonstrate a strong working knowledge of IP networking (DNS, DHCP, NAT, VLANs), SIP protocol behaviour, and broadband technologies (FTTC, FTTP, ADSL).
Translate complex technical findings into clear, customer-friendly language, ensuring clients are informed and reassured throughout the support lifecycle.

Skills & Qualifications

Essential Experience

Minimum 2 years of experience working in a dedicated Telecoms Support or managed service provider (MSP) helpdesk environment.
Strong fundamental knowledge of IP Networking (DNS, DHCP, NAT, Subnetting, and VLANs).
Proven technical understanding of SIP Protocol behavior and broadband technologies.
A natural aptitude for problem-solving under pressure with impeccable attention to detail.

Desirable Certifications (Highly Advantaged)

Strong practical knowledge of configuring, maintaining, and troubleshooting Meraki or DrayTek routers.
8x8 UCaaS Support Certification (or equivalent hosted VoIP platform qualifications).
CCNA or equivalent networking certification.

Core Competencies

Customer Centric: A passionate, warm, and open approach to customer service with strong conflict resolution skills.
Highly Organised: Able to effectively multitask, prioritise tasks, and jump between varying priority tickets seamlessly.
Solution-Driven: A proactive team player focused on quality execution, trend analysis, and root-cause fix identification.

What We Offer

50% off our Broadband & Utility packages, completely free after two years
£1,000 Refer A Friend Scheme
25 days holiday allowance plus bank holidays- increasing up to 30 days with length of service
£250 Bright Ideas Scheme
Quarterly Top Performer's Day Out
Buy & Sell holiday allowance scheme
Death in service benefit
Friday fridge
Paid Charity leave

Quick apply

Refine Your Search

it support jobs in horsham

2nd Line IT Support Engineer

First Line Support / Helpdesk Engineer - Hybrid

First Response Engineer - Service Desk - MSP

2nd line Technical Support Engineer

Desktop Engineer -Gatwick Airport

Service Desk Analyst

IT Helpdesk Technician

3rd Line MSP Service Desk Technician

IT Support Jr. / Service Desk Analyst Jr.

IT Support - Trainee

IT Service Desk Analyst

2nd Line Engineer - Hybrid - MSP

Trainee IT Support Engineer

Junior IT Support Engineer

Administrator Deskside Services

IT Solutions Support Consultant

System Support Administrator

1st/2nd Line IT Support Engineer - Farnborough

L2 Support Engineer

IT Technician

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