Helpdesk engineer Work, Jobs in Edenbridge, Ken (with Salaries)

2nd Line IT Support Engineer
Global 4 —Horsham
- Full-time
- Customer service
- Mentoring
- Referral programme
Quick apply
Estates Engineer - Electrical
Horder Healthcare —East Grinstead
- Up to £45,000 a year
- Full-time
- Maintenance
- Free parking
- Annual leave
4d
Support Case Coordinator
Vusion —London
- Full-time
- Hybrid work
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
Quick apply
2d
Schools IT Technician
Commercial Services Group —West Malling
- £25,948.96 - £28,500.00 a year
- Full-time
- Hybrid work
- Computer networking
- Classroom experience
- IT
- Annual leave
- Employee discount
Quick apply
11d
Infrastructure Support Engineer
Waterstons Ltd —London
- £30,000 - £36,000 a year
- Full-time
- Windows
- AWS
- Communication skills
- Employee assistance programme
- Sick pay
Support and Maintenance Engineer
Fractional Talent —London
- Remote
- AWS
- JavaScript
- APIs
Quick apply
Fresh Desk Administrator
Inspiration Healthcare Ltd —London
- Full-time
- Customer service
- Administrative experience
- Organisational skills
Quick apply
Solutions Engineer - Remote
Siena AI —London
- Full-time
- Remote
- Sales
- APIs
- AI
Facilities Support Administrator - Maidstone, ME14 5PP
Apleona —Maidstone
- £28,000 - £30,000 a year
- Full-time
- Customer service
- Administrative experience
- Communication skills
Facilities Administrative Assistant
Charles Russell Speechlys —London
- Full-time
- Hybrid work
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
11d
Mechanical Engineer
Kier Group —Weald
- Part-time
- Travel
- Flexible schedule
Residential Maintenance Engineer
Integral UK —London
- £15 - £50 an hour
- Overtime
- Microsoft Outlook
- Computer literacy
- Engineering
- Employee assistance programme
- Employee discount
Quick apply
Maintenance Assistant
MidKent College —Maidstone
- £25,878 - £29,729 a year
- Full-time
- University
8d
Fabric Engineer
Lancer Scott —London
- £34,000 a year
- Overtime
- Maintenance
- IT
- Communication skills
Senior Platform Reliability Engineer
Ricoh —London
- Azure
- Bakery
- Travel
Residential Maintenance Engineer
JIK-Integral UK Limited —London
- £15 - £50 an hour
- Overtime
- Microsoft Outlook
- Computer literacy
- Engineering
- Employee assistance programme
- Employee discount
Quick apply
11d
Commercial Contracts Administrator
Artic Building Services —Dartford
- Overtime
- Microsoft Word
- Microsoft Excel
- Maintenance
- Referral programme
9d
M&E Engineer
JLL —London
- Maintenance
- Microsoft Office
- Organisational skills
- Annual leave
- Employee assistance programme
Electrical Engineer
Kier Group —London
- Full-time
- Communication skills
Building Services Engineer
Emcor —London
- Up to £50,000 a year
- Full-time
- Contracts
- IT
- Employee assistance programme
- Referral programme
Quick apply

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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

Customer service
CCNA
DHCP
VoIP
Mentoring
DNS
Telecommunication
IP networking
Root cause analysis

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

helpdesk engineer jobs in edenbridge, ken

2nd Line IT Support Engineer

Estates Engineer - Electrical

Support Case Coordinator

Schools IT Technician

Infrastructure Support Engineer

Support and Maintenance Engineer

Fresh Desk Administrator

Solutions Engineer - Remote

Facilities Support Administrator - Maidstone, ME14 5PP

Facilities Administrative Assistant

Mechanical Engineer

Residential Maintenance Engineer

Maintenance Assistant

Fabric Engineer

Senior Platform Reliability Engineer

Residential Maintenance Engineer

Commercial Contracts Administrator

M&E Engineer

Electrical Engineer

Building Services Engineer

I want to receive the latest job alerts for helpdesk engineer in edenbridge, ken

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