IT Specialist Engineer; 2nd Line

Overview

We are looking for an enthusiastic, customer service-focused individual with previous experience working within an IT and telecoms helpdesk role. You will be responsible for taking inbound calls from partners who require technical assistance, triaging their issues with a view to resolving them at first contact. Where that is not possible, you will gather all relevant information and pass it through to the engineering team.

• Resolve tickets from partners that the 1st Line Team have been unable to fix at first point of contact.
• Ensure customer faults and incidents are responded to and resolved within SLAs.
• Demonstrate ownership, accountability and responsibility for complex IT issues that require in-depth analysis, including occasional on-site partner visits.
• Review and resolve alerts from monitoring systems to enable proactive support and security enforcement.
• Communicate clearly and effectively with end-users, colleagues and management to resolve issues and ensure partner satisfaction.
• Provide support and training to the 1st Line Team where feedback is applicable.
• Maintain and update process documentation, keeping solutions current.
• Offer suggestions and feedback to help the wider service department and business improve.

• Experience with VPN (Sonic Wall, Fortinet), MFA/Entra , EDR (Defender, Huntress), and responding to alerts and security incidents.
• Ability to administer Microsoft 365, Exchange Online, Entra  Intune, including Conditional Access, licensing, access control and identity troubleshooting.
• Strong troubleshooting across Windows Server, Active Directory, Group Policy, DNS/DHCP, plus Hyper-V and VMware environments.
• Ability to diagnose LAN/Wi-Fi, DNS and firewall issues (Sonic Wall, Dray Tek, Fortinet), VPN connectivity and networked devices across varied business environments.
• Experience operating in MSP environments using HaloPSA.
• Preferred certifications: MD-102, MS-900, AZ-104 and ITIL Foundation.
• Competitive salary of £28,000 - £35,000 depending on experience.
• Inclusive EMI Share Equity Scheme.
• Day off for your birthday.
• Day off for life milestones such as weddings, moving house, a child s first day at school or religious holidays.
• Give back day to support your chosen charity.
• Savings on gym memberships, shopping and other discounts via Perkbox.
• Social events and team building opportunities.
• Opportunities for professional growth and development.
• Collaborative and supportive working environment.

Please note:

due to the nature of this role, we are unable to offer sponsorship or relocation assistance. Candidates must already reside in the UK.