2Nd Line Support Engineer

ROLE

TITLE:

Duty Technician / 2nd line support

LOCATION:

Hursley 5 days per week

ASSIGNMENT LENGTH: 12 Months

Salary: £48,000 per annum

CLEARANCE:
The ideal candidate will have active SC Clearance to be considered

Application Support providing Level 2/3 Support on a one-of-a-kind National Critical Infrastructure system working closely with the client, third parties and delivery teams to ensure 99.99% SLA. Working in Live Service, the role provides plenty of variation but at its core will see the applicant working to resolve user incidents from problem diagnosis through to subsequent restoration of Service/implementation of fix.

We are seeking a Duty Technician to support and maintain critical IT services within a complex enterprise environment. This is a hands‑on, operational role focused on incident resolution, transaction tracing, service stability, and stakeholder collaboration, working closely with internal teams, suppliers, and third‑party partners. The successful candidate will act as a technical escalation point, leading troubleshooting efforts, supporting service operations, and onboarding new clients onto supported solutions.

• Monitor, support, and maintain live services, ensuring availability and performance
• Perform transaction tracing to diagnose application, network, or connectivity issues
• Manage incident and problem resolution through to closure, following ITIL processes
• Lead and coordinate technical troubleshooting calls with internal teams and third‑party suppliers
• Work within Service Now (SNOW) to log, update, and manage incidents, problems, and requests
• Produce and contribute to service and incident reporting, including root cause analysis
• Collaborate with suppliers and service partners to resolve complex technical issues
• Support the onboarding of new clients onto supported solutions
• Participate in issue resolution sessions and contribute to continuous service improvement
• Ensure adherence to operational processes, security standards, and service KPIs

Strong experience with monitoring and incident management tools, including:

• Netcool
• Service Now (SNOW)
• Solar Winds

Solid scripting and data skills, including:

• Power Shell
• SQL
• Oracle

Enterprise Networking expertise, including:

• VLANs
• Firewalls
• Packet filtering rules
• IPSec VPNs

Wide Area Networking (WAN) knowledge, including:

• BGP
• SD-WAN

Strong understanding of Web Proxy infrastructure and internet access patterns, including:

• Proxy servers
• SSL/TLS decryption
• Web applications

Proven troubleshooting expertise, with confidence leading incident resolution calls;
Comfortable working with external suppliers to resolve connectivity and service issues;
Strong communication skills and ability to operate in high‑pressure environments.

Experience with AIX.

Exposure to AWS, particularly:

• EC2
• VPC

• Calm, structured, and methodical approach to issue resolution
• Proactive mindset with a focus on service improvement
• Comfortable operating as part of a rota or duty function (if applicable)
• Strong stakeholder management and collaboration skills
• Willingness to take ownership and drive issues to resolution