Job Overview
After a successful start to 2026 with more clients and more projects to service, we are seeking a skilled and motivated 2nd Line Support Engineer to join our growing team. You will spend approximately two-thirds of your time on reactive support (helpdesk requests from a range of SME business clients) and one-third on proactive projects (monitoring, planning, cybersecurity).
You will work directly with clients in a wide range of client companies typically ranging from 20–100 staff. This role is remote-first, with on-site visits on an as-required basis – either to solve problems that cannot be fixed remotely, or to install or decommission equipment. The role covers a wide range of requirements such as assisting with cyber security projects using industry toolsets and frameworks, and working with cloud-hosted VoIP telephony solutions.
Typically, 75% or more of our work is carried out remotely but this varies by client and their changing requirements. You will report to the Senior Technical Consultant and collaborate closely with a wider friendly, professional team that values integrity, reliability, and continuous improvement.
Key Responsibilities:
- Reactive / Helpdesk Support (Approximately 2/3 of the Role)
- Provide troubleshooting and resolution for client issues involving:
- - Windows client environments (Windows 10/11)
- - Windows Server and Microsoft 365 (on-prem, hybrid, cloud)
- - Basic networking (VPN, firewalls, routing)
- - Cybersecurity best practices (e.g., password policies, MFA, patching).
- - Cloud-based telephony – assist with third party telecoms provider for setup/maintenance/troubleshooting of cloud-hosted VOIP systems
- Escalate complex issues to senior engineers where necessary and ensure SLA adherence.
- Maintain customer satisfaction through prompt, clear communication and good ticket closure rates where their problems have been properly addressed
- Proactive / Project Work (Approximately 1/3 of the Role)
- Conduct cyber vulnerability remediation using a variety of tools to ensure that clients remain compliant with standards such as Cyber Essentials and NIS2.
- Assist in planning and implementing new IT solutions and upgrades for client environments
- Conduct system monitoring and patch management to prevent downtime and security breaches
- Support cybersecurity initiatives, such as vulnerability scans, compliance checks (Cyber Essentials), and incident response planning
- Document procedures and contribute to the development of best practices
Required Skills and Experience:
- Proven experience in a 2nd Line IT Support role, or 2+ years in 1st line role showing evidence of strong development in skills and responsibilities
- Experience of working in an MSP environment and a commitment to what that means in terms of operational tempo and the need for rigorous time and activity recording
- Good working knowledge of Microsoft Windows Server, Microsoft 365, and hybrid cloud environments
- Strong knowledge of Windows 10 and 11 operating systems from both admin and user perspectives – installation, configuration and troubleshooting
- Proficiency in networking fundamentals (IP, DNS, DHCP, VPN, firewalls, Wi-Fi)
- Excellent problem-solving and analytical skills
- Strong customer service orientation with good inter-personal skills and, in particular, a willingness to pick up the phone and talk to clients to make sure they’re happy and their problems are resolved quickly and professionally to their satisfaction
- Ability to work independently and as part of a team in a remote-working environment
- Good written and spoken English language skills - clear, accurate communication is essential with both clients and our team. You also need to be able to explain technical concepts in non-technical language.
- Valid UK driving licence and access to a vehicle for client site visits (you would need to ensure that your vehicle is correctly insured for business use). You may need to take equipment to/from sites, so a motorbike would not be suitable. You must live within our operational area and be prepared to drive to all other parts of it as required.
Desirable Skills and Experience:
If you have one or more of these, they will increase your potential as a candidate for this role, but none are essential for the right candidate, as training will be provided.
- Experience with SME-level cyber security and the Cyber Essentials framework
- Experience with cyber security vulnerability scanning and remediation/patching platforms
- Familiarity with construction industry and site safety on industrial, manufacturing & agribusiness sites
- Practical knowledge of SharePoint 365 administration and no-code/low-code development, especially in combination with 365 automation and workflow tools
- Familiarity with VOIP technologies and cloud hosted telephony systems
- Experience of installation/administration and ongoing maintenance of Autodesk and Adobe products
- Azure cloud / 365 integration and virtualization of servers and workstations in hybrid environments
- Working knowledge and practical experience of using virtualization technologies (e.g., Hyper-V, VMware) in both in-house (training/development) or production environments
Qualifications:
- Relevant IT degree or vocational diploma (e.g., Computer Science, Information Technology)
- Or Industry certifications such as CompTIA, M365 Certified, or equivalent
- Or demonstrable equivalent industry experience
Working Hours: Monday to Friday, 09:00 to 17:30 (excluding bank holidays). Flexibility available for earlier starts (as early as 07:00) for the right candidates. Occasional evening and weekend work will be required, agreed in advance (min 48 hours notice, usually longer) and compensated as overtime, or time-in-lieu. Client site visits may include occasional overnight stays for larger jobs where travel would be impractical or excessive. Hotels would be booked and paid for by the company.
Package:
- Competitive salary (£26,000 - £34,000 per annum)
- Standard pension contributions
- 28 days holiday inc. statutory and public holidays + an extra day off for your birthday
- Company-provided laptop and mobile phone
- Mileage and travel expenses covered for all company travel in your own vehicle at HMRC standard rates
- Support for ongoing training and acquiring relevant industry certifications
- Structured career progression with opportunity for internal promotion and/or specialisation
- Regular team meet-ups and technical development sessions
- Options for trialling new tech equipment at home
Remote Work and Security:
To be suitable for this role, you must:
- be based in the UK (in our operating area which is West Midlands, Wales and M40/M1 corridor to London from the Midlands)
- have the right to work in the UK
- pass DBS/BPSS background security checks due to client requirements. Please do not apply for this role if you know that you will fail either of these background checks. We are unable employ anyone failing these checks, and continuing to pass them at least annually would be an ongoing condition of employment.
- have a reliable, high-speed internet connection at your home working location
- commit to maintaining a secure home working environment compliant with Cyber Essentials principles as a minimum, including:
- - following best practices for segregating work and personal/home networks
- - agreeing to automated security scanning and monitoring of your home working IT equipment and its immediate network(s) to ensure compliance with cyber security and operational best practices
N.B. - We will not accept, or respond to, applications or communications from recruitment consultants, agencies or any 3rd parties acting on behalf of candidates.
Job Type: Full-time
Pay: £26,000.00-£34,000.00 per year
Benefits:
Application question(s):
- How many years of IT support experience do you have (in a 1st or 2nd line capacity)?
- Do you have a valid UK driving license and access to a car that you can use for work purposes?
- Are you able to reliably travel across our operating area (the Midlands, Wales, and the South) as needed?
- Please briefly describe your experience working in IT support that you think is most relevant to us.
- Why are you interested in this role and working with our company?
- Will you pass DBS and BPSS background security checks? We cannot employ anyone who does not pass these checks as they are required by our clients.
(if you are not familiar with these please research them before answering. Checks include, but are not limited to, identity, right to work, employment record, residency and address record, convictions & criminal records, fraud, financial problems, links to extremist or hostile organisations)
- Please list 2-3 dates and time ranges when you could do an initial Teams video interview.
Work authorisation:
- United Kingdom (required)
Willingness to travel:
Work Location: Hybrid remote in Tamworth B79 0AE
