2nd Line Engineer

Planet Recruitment; Oxford; Hybrid; GBP 30,000 - 35,000; Full time

Job summary

A local recruitment firm in Oxford is seeking a 2nd Line Engineer to support and resolve IT issues for clients. The ideal candidate should have substantial experience with Windows, MacOS, and Microsoft 365, along with strong troubleshooting and communication skills. This role offers a hybrid work setup and competitive salary between £30k-£35k.

Benefits

25+ Days Holiday and rising

Flexible working (WFH incentives)

Bupa Cash Plan

Electric Vehicle Scheme

Cycle Scheme

Discounted Gym Membership

Paid Charity Day

Car Parking

Qualifications

• 2+ years' experience working with medium-large businesses.
• Exposure to networking-related items - firewalls/switches/wireless etc.
• Knowledge of scripting and RPA automations.

Responsibilities

• First point of contact for all incoming support calls and emails.
• Ensure all forms of support calls are logged correctly.
• Manage incidents and request tickets ensuring SLAs are met.

Skills

Excellent knowledge in Windows 11 installation and configuration

Excellent knowledge with MacOS installation and configuration

Excellent knowledge with Microsoft 365 administrative suite

Strong communication skills

Excellent troubleshooting and problem resolution skills

Ability to obtain DBS certificate

Education

Minimum of 3 years' IT experience in a corporate or services environment

Driving license and own transport

Tools

Microsoft Server OS (2016/2019/2022/2025)

Email filter technologies (Mimecast/Barracuda/Sophos)

Job description

Position: 2nd Line Engineer

Location: Oxfordshire - Hybrid

Salary: 30k-35k

Benefits

• 25+ Days Holiday and rising (plus bank holidays)
• Flexible working (WFH incentives)
• Bupa Cash Plan
• Electric Vehicle Scheme
• Cycle Scheme
• Discounted Gym Membership
• Paid Charity Day
• Car Parking

Primary Purpose

The Tier 2 team are tasked with supporting, investigating, and resolving our MSP client's IT-related systems and making sure all issues are dealt with in a timely fashion.

Key Responsibilities

• Being the first point of contact for all incoming support calls, emails, and sessions - when necessary
• Being an escalation point for all escalations coming from apprentice, and Tier 1 engineers
• Ensuring all forms of support call are logged in the system and the client is kept updated
• Manage incidents and request tickets ensuring established SLAs are met
• Providing support to our clients
• Help the Tier 2 Manager with continued business improvements
• Provide support to the apprentice, and Tier 1 engineers
• Manage/Maintain all escalations from the apprentice, and Tier 1 engineers
• Communicate daily to clients with open tickets
• Managing the client's expectations with ongoing tickets
• Ensure all client related problems are logged correctly
• Inform the Tier 2 Manager of any tickets requiring escalations
• Working with client's 3rd party suppliers and vendors when appropriate
• Adhere to all company policies and procedures
• Ensuring that all role related KPI's are met
• Logging, managing, and resolving client IT issues
• Maintain and improve cloud infrastructure
• Composing Requests for Change
• Manage all client on/offboarding's, ensuring all tasks are complete
• Maintain all client documentation ensuring it is relevant
• Undertake any other reasonable duties as required to meet the needs of the business

Person Specification

Minimum

• Excellent knowledge in Windows 11 installation and configuration
• Excellent knowledge with MacOS installation and configuration
• Excellent knowledge with Microsoft 365 administrative suite - Intune/SharePoint/Teams/Exchange/Entra ID etc
• Exposure to Email filter technologies - Mimecast/Barracuda/Sophos Email Gateway
• Exposure to Microsoft Server OS and server roles - 2016/2019/2022/2025
• Exposure and troubleshooting knowledge with networking related items - firewalls/switches/wireless etc
• 2+ years' experience working with medium-large businesses
• Excellent knowledge of user & group management (on-premises/Entra)
• Excellent knowledge of scripting and RPA automations
• Ability to learn on your feet
• Strong communication skills
• Excellent troubleshooting and problem resolution skills
• Excellent customer experience
• Positive attitude to work
• Strive to continuous improvement
• Able to work independently under pressure
• Minimum of 3 years' IT experience in a corporate or services environment
• Driving license and own transport
• Ability to obtain DBS certificate

Desirable

• Sophos Central/XG Firewall Certifications (Engineer or Architect)
• Microsoft MS-102, MD-102, MS-700, AZ-900 Certifications
• Apple Certified Support Certifications
• Comptia A+
• Wireless management - Ubiquiti, Meraki, etc
• Group policy/Intune policy management - deployment or management

Planet Recruitment is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information.

Only candidates with the relevant skills and experience will be contacted after application, if you do not hear back from us within 7 days you have unfortunately been unsuccessful in your application.