2nd Line Engineer

2nd Line Support Engineer

Location:

Hereford / Remote
Salary:
Competitive + Benefits
Job Type: Permanent, Full-Time

About the Role Our client is an established technology and IT services organisation supporting a large and varied customer base across public sector, healthcare and education environments.

They are looking for an experienced 2nd Line Support Engineer to join their IT Services team, providing remote technical support across a large and diverse technology estate.

You'll work across 100+ sites and support thousands of users, taking ownership of complex technical issues while helping to maintain a high-quality, customer-focused IT service.

What You'll Do:  
Provide 1st and 2nd line technical support via telephone and remote support tools
Resolve incidents, problems and changes within agreed SLA timescales
Support desktop, laptop, mobile device and printer environments
Diagnose and resolve hardware and software faults
Support Windows Server, networks and internet connectivity
Administer user network and application accounts
Install, configure and maintain software and desktop technologies
Develop, test, package and deploy software and desktop components
Support Microsoft and other back-office technologies including email, backup and firewall solutions
Carry out routine maintenance, security updates and troubleshooting
Monitor systems and proactively identify recurring technical issues
Maintain accurate records of hardware, software, licences and technical work
Work with suppliers and internal teams to resolve complex issues
Contribute to IT projects and continual service improvement initiatives
Provide technical guidance and support to colleagues and customers  The role also includes out-of-hours remote support on an agreed rota, where operationally required.

What We're Looking For:

Proven experience in a 2nd Line IT Support or similar technical role
Strong desktop hardware and software troubleshooting skills
Experience supporting Windows environments and Windows Server
Good understanding of networks and internet connectivity

Experience with user account administration
Knowledge of security technologies including antivirus and encryption
Experience deploying and maintaining software across desktop environments
Strong problem-solving and investigative skills
Excellent communication and customer service abilities
Ability to manage your own workload and prioritise against SLAs
A proactive approach to technical development and service improvement  Why Join?  
Permanent opportunity within an established IT services environment
Varied technical exposure across a large customer estate
Opportunity to work across infrastructure, desktop and server technologies
Involvement in IT projects and service improvement
Opportunity to mentor and support junior IT staff
Supportive environment with opportunities to develop your technical skills
Remote-based technical support across a diverse range of customers  Apply now to take the next step in your IT career and join an established technical team where you'll have genuine responsibility across a broad technology environment