Tier 2 Technical Support Engineer

Salary: £45,000 - 85,000 per year

• We have 2 years experience in a similar role.
• We have the ability to multitask, prioritise tasks, and work well under pressure.
• We have a confident, clear, and professional telephone manner.
• We have excellent written and verbal communication skills.
• We have a genuine interest in technology and a willingness to learn.
• We can work proactively as part of a team or independently.
• We have experience in application support.
• We have knowledge of Linux.
• We have knowledge of Microsoft Windows Server management.
• We have knowledge of SQL.
• We have knowledge of Mac/iOS.
• We have knowledge of VMWare.
• We have exposure to and support of cloud-based services, including Microsoft Office 365.
• We have exposure to and support of cloud-based services, including Microsoft Azure and Intune.

• We accurately log tickets in our ticketing system.
• We ensure a high level of customer service and support in line with agreed SLAs.
• We provide assistance and support to colleagues in IT-related matters.
• We provide proactive and preventative maintenance solutions and technical advice to reduce recurring incidents.
• We escalate problems where necessary to management or third-party suppliers.
• We undertake small to medium-sized operational projects.
• We diagnose and resolve technical issues.
• We handle escalated calls from first- and second-line team members.
• We liaise with system administrators.
• We provide support to users via telephone, email, and remote tools.
• We assist with the creation, maintenance, and improvement of technical documentation and knowledge base articles.
• We may carry out ad hoc on-site visits.
• We are available for 24/7 on-call support on a rotational basis when required.

• Azure
• Cloud
• Support
• Linux
• Office 365
• SQL
• Security
• VMware
• Windows
• iOS

We are seeking a motivated and customer-focused Tier 2 Customer Support Engineer to join our Service Desk team. In this role, we provide second-line technical support, troubleshoot complex issues, and collaborate with internal teams and customers to ensure reliable, high-quality service delivery. We play a key role in maintaining system performance and improving support processes, and the role reports to the Service Desk Manager for technical direction and guidance.

The package includes 25 days annual leave plus an additional 2 days after 2 years service, 5 days additional holiday purchase, private medical insurance, a health cashback plan with Healthshield, a pension scheme, life cover at 4x salary, a season ticket loan, salary exchange benefits including ride2work and pension, subsidised gym membership, and an employee referral scheme. The role is subject to an employment screening process and will require security clearance.

last updated 25 week of 2026