2nd Line Engineer

IMT Resourcing Solutions; Hereford; Hybrid; GBP 32,000 - 45,000; Full time

Job summary

IMT Resourcing Solutions is seeking a skilled 2nd Line Support Engineer to join their IT Services team. You will provide remote technical support across a large and diverse technology estate, across 100+ sites and thousands of users.

You’ll resolve incidents, work with Windows Server, networks and back-office tech, and contribute to service improvements. This permanent role offers remote-based support and a customer-focused IT service approach.

Qualifications

• Proven experience in a 2nd Line IT Support or similar 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.

Responsibilities

• 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.

Skills

2nd line support

Windows troubleshooting

Networks & connectivity

Customer service

User account administration

Security technologies

Software deployment

Problem solving

Communication

Workload & SLA

Proactive development

Job description

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