2nd Line IT Engineer

As a 2nd Line IT Engineer at Commercial, you will provide escalated support both in-house to Commercial's 1st Line Team and to a wide variety of clients across a range of sectors. You will be responsible for monitoring and responding to tickets in the unassigned queue of our Helpdesk system within the Service Level Agreement. You will be a point of contact for tickets escalated from 1st Line and liaise with other departments if needed.

This role will involve a combination of working from our head office in Cheltenham, remotely from home and moderate travel to our client sites throughout the UK as and when required.

Please note applicants must be within a commutable distance to the South-West region and you will be required to hold a full UK driving licence.

• To maintain 2nd line support tickets correctly and keep the customer updated with progress every day
• Deliver exceptional service to both internal/external customers and stakeholders
• Pro-actively monitor the 2nd line support ticket queue ensuring tickets are actioned within SLA
• Take ownership of the entire support process end-to-end and be the primary customer liaison for the issue
• Build excellent customer relationships and ensure service excellence is delivered at all times
• Ensuring all knowledge documentation is created/updated/reviewed on a regular basis.
• Assist 1st Line Engineers with technical queries to further their knowledge
• Work with third party vendors including Microsoft, Citrix and VMware
• Attend customer sites when required, in order to deliver IT services, equipment as well as perform troubleshooting and fault resolution, which may include overnight stays. Pool car will be available were required.
• Where required, you will participate in a paid weekly on-call rota, currently one week in every four.
• Carry out regular server patching, preventative maintenance and disaster recovery reports to be created for clients when scheduled to do so.

You will have experience with:

• Vmware ESX/ESXi and vCenter
• Exchange/365, Networking, Storage, Backup
• Active Directory, DHCP, DNS, Group Policy, WDS and WSUS
• Windows Server 2012, 2012 R2, 2016 & 2019
• Office 365, including Exchange Online, Teams, One Drive, SharePoint, Intune
• Citrix Xen Desktop
• TCP/IP, VLAN, switching, routing and firewall configuration, VPNs and WAN environments
• SAN Technologies

It would also be beneficial but not a requirement to have experience of the below:

• Exchange 2013, 2016, 2019
• Microsoft Hyper-V and failover clustering
• Citrix Net Scaler
• Two-factor authentication including Azure MFA and Silverfort.
• Corporate wireless systems including Meraki, Aruba and Meru
• Veeam Backup & Replication
• Sophos Anti-Virus
• Troubleshooting third party and/or bespoke applications

• Proven experience as a 1st/2nd Line Engineer
• You will have a keen interest and enthusiasm to learn and develop ever advancing technology
• Able to build and maintain excellent relations with key stakeholders
• Exceptional customer service and communication skills (both written and oral)
• Ability to demonstrate a high level of accuracy and attention to detail
• Well organised, able to approach tasks methodically and prioritised to ensure all tickets and tasks are met
• Able to work both independently and as part of a team.

We're Commercial - a purpose-driven, people-first organisation that’s on an exciting journey to reach a £100m annual turnover and beyond. But what really defines us isn't just the numbers - it's the people, the culture we've built, and the innovative spirit that drives us forward.

As Business Transformation Specialists, we combine original thinking with practical expertise to improve the everyday experiences and outcomes for our clients. Our areas of specialism include Managed IT, Smart Technologies, Digital Workspace, Interiors, Office Supplies, PPE, Facilities, and Workwear.

We're proud to be an award-winning employer, having won our category at the Sunday Times Best Places to Work 2026, recognised as the Best Place to Work in the Business and Management Services industry.

In August 2025, we proudly achieved Ecovadis Platinum status, placing us among the top 1% of companies…