2nd Line Support Engineer

A growing, client-focused IT services company based in Essex. We provide end-to-end IT support for businesses across the region, and pride ourselves on delivering a high-quality, personal service. We are now looking for a 2nd Line IT Support Engineer to join our Service Desk team, covering a broad mix of 1st and 2nd line duties, while also acting as an escalation point for our 3rd Line Engineers.

The Role

As a 2nd Line IT Support Engineer, you will:

* Provide day-to-day support for 1st and 2nd line Service Desk tickets, ensuring timely resolution.

* Escalate and support more complex issues in collaboration with our 3rd Line Engineers.

* Manage and prioritise incoming requests across multiple clients.

* Visit client offices across Essex and the surrounding areas (a full UK driving licence is essential).

* Work in a hybrid setup: from our office, on-site with clients, and from home (must have a quiet workspace and fast broadband).

* Communicate effectively with both internal colleagues and external clients, ensuring technical information is delivered clearly and professionally.

What We’re Looking For

* Minimum 3 years’ experience in IT support, preferably within a Managed Service Provider (MSP) environment.

* Strong expertise with Microsoft technologies including Windows, Office, and Microsoft 365.

* Good troubleshooting skills across hardware, software, and networking.

* Strong communication skills – able to engage confidently with colleagues and clients.

* A proactive, hands-on approach with a focus on customer satisfaction.

* Full UK driving licence (essential).

* Microsoft exams/certifications (e.g. Microsoft 365, Azure, Windows Server) are desirable but not essential.

Job Type: Full-time

Pay: £33,000.00-£36,000.00 per year

Benefits:

* Company pension

* Free parking

* On-site parking

* Work from home

Work Location:

Hybrid remote in Wickford