2nd Line IT Engineer

Commercial; Cheltenham; Hybrid; GBP 19,000 - 31,000; Full time

Benefits offered by this job

Salary up to £31k

Annual bonus £3k

Hybrid working

25 days + BH

Life Assurance

Health & wellbeing support

Onsite parking

Learning Days

Cycle to work

EV schemes

Job summary

Commercial is seeking a 2nd Line IT Engineer to provide escalated support to our 1st Line Team and clients across various sectors. The role combines office-based days in Cheltenham with remote work and some UK travel.

You will manage 2nd line tickets, drive SLA adherence, and own the end-to-end support experience. Experience with VMware, Citrix, Exchange Online and Active Directory is required; a UK driving licence and commuting distance to the South-West region are essential.

Qualifications

• Experience in 2nd/3rd line IT support and incident management.
• Ability to communicate with internal and external stakeholders clearly.
• Commutable to the South-West region and valid UK driving licence.

Responsibilities

• Maintain 2nd line support tickets and update customers daily.
• Deliver exceptional service to internal/external customers and stakeholders.
• Pro‑actively monitor the 2nd line support ticket queue ensuring tickets are actioned within SLA.
• Take ownership of the end-to-end support process and be the primary customer liaison.
• Build excellent customer relationships and ensure service excellence is delivered at all times.
• Ensure knowledge documentation is created/updated/reviewed regularly.
• Assist 1st Line Engineers with technical queries to aid knowledge transfer.
• Work with third party vendors including Microsoft, Citrix and VMware.
• Attend customer sites to deliver IT services and troubleshoot; overnight stays may be required (pool car available).
• Participate in a paid weekly on-call rota (one week in every four).
• Carry out server patching, preventative maintenance and disaster recovery reports as scheduled.

Skills

2nd Line Support

Customer service

Ticket management

Vendor liaison

Tools

VMware vSphere

Active Directory

Exchange Online

Citrix XenDesktop

Office 365

Job description

As a 2nd Line IT Engineer at Commercial, you will provide escalated support both in-house to Commercial’s 1st Line Team and to a wide variety of clients across a range of sectors.

This role will involve a combination of working from our head office in Cheltenham 3 days per week, remotely from home and occasional travel to our client sites throughout the UK as and when required.

Please note applicants must be within a commutable distance to the South-West region and you will be required to hold a full UK driving licence.

Your responsibilities as a 2nd Line IT Engineer will be:

• To maintain 2nd line support tickets correctly and keep the customer updated with progress every day
• Deliver exceptional service to both internal/external customers and stakeholders
• Pro‑actively monitor the 2nd line support ticket queue ensuring tickets are actioned within SLA
• Take ownership of the entire support process end-to-end and be the primary customer liaison for the issue
• Build excellent customer relationships and ensure service excellence is delivered at all times
• Ensuring all knowledge documentation is created/updated/reviewed on a regular basis.
• Assist 1st Line Engineers with technical queries to further their knowledge
• Work with third party vendors including Microsoft, Citrix and VMware
• Attend customer sites when required, in order to deliver IT services, equipment as well as perform troubleshooting and fault resolution, which may include overnight stays. Pool car will be available were required.
• Where required, you will participate in a paid weekly on-call rota, currently one week in every four.
• Carry out regular server patching, preventative maintenance and disaster recovery reports to be created for clients when scheduled to do so.

You will have experience with:

• Vmware ESX/ESXi and vCenter
• Exchange/365, Networking, Storage, Backup
• Active Directory, DHCP, DNS, Group Policy, WDS and WSUS
• Windows Server 2012, 2012 R2, 2016 & 2019
• Office 365, including Exchange Online, Teams, OneDrive, SharePoint, Intune
• Citrix XenDesktop
• TCP/IP, VLAN, switching, routing and firewall configuration, VPNs and WAN environments
• SAN Technologies

It would also be beneficial but not a requirement to have experience of the below:

• Exchange 2013, 2016, 2019
• Microsoft Hyper-V and failover clustering
• Citrix NetScaler
• Two-factor authentication including Azure MFA and Silverfort.
• Corporate wireless systems including Meraki, Aruba and Meru
• Veeam Backup & Replication
• Sophos Anti-Virus
• Troubleshooting third party and/or bespoke applications

About you

• Proven experience as a 1st/2nd Line Engineer
• You will have a keen interest and enthusiasm to learn and develop ever advancing technology
• Able to build and maintain excellent relations with key stakeholders
• Exceptional customer service and communication skills (both written and oral)
• Ability to demonstrate a high level of accuracy and attention to detail
• Well organised, able to approach tasks methodically and prioritised to ensure all tickets and tasks are met
• Able to work both independently and as part of a team.

About us

We’re Commercial – a purpose-driven, people-first organisation that’s on an exciting journey to reach a £100m annual turnover and beyond. But what really defines us isn’t just the numbers – it’s the people, the culture we’ve built, and the innovative spirit that drives us forward.

As Business Transformation Specialists, we combine original thinking with practical expertise to improve the everyday experiences and outcomes for our clients. Our areas of specialism include Managed IT, Smart Technologies, Digital Workspace, Interiors, Office Supplies, PPE, Facilities, and Workwear.

We’re award‑winning employer, having won our category at Sunday Times Best Places to Work 2026, recognised as the Best Place to Work in the Business and Management Services industry.

In August 2025, we proudly achieved Ecovadis Platinum status, placing us among the top 1% of companies assessed worldwide for sustainability.

We’re #commercialbynature – a team driven by values, sustainability, and continuous improvement.

And now is a particularly exciting time to join us. Our Commercial HQ is undergoing a full refurbishment – and you’ll be working in a brand new, state-of-the-art office space, purposefully designed to support creativity, collaboration, and wellbeing.

Our Benefits

• A base salary of up to £31,000 per annum
• An annual bonus scheme of £3,000, paid quarterly upon successful achievement of KPIs
• Hybrid working structure with the flexibility to work from home for part of the week
• A generous holiday allowance of 25 days plus bank holidays, which increases with length of service
• An enhanced family leave package to support you and your growing family
• Life Assurance, offering peace of mind with cover equivalent to four times your salary
• Access to health & wellbeing support – including 24/7 GP access, physiotherapy, and a confidential Employee Assistance Programme
• Free mortgage advice from leading broker Charles Cameron & Associates, available to you, your family, and friends
• Inclusive employee networking groups, with dedicated menopause and neurodiversity champions
• The Comm-Unity - employee representatives from across the business who give team members a voice and share ideas and feedback with the board each quarter
• Feel-good extras – including volunteering days, onsite parking at all four of our offices, free refreshments, an employee community platform to stay connected to like-minded colleagues, weekly company-wide Learning Days – a chance to share ideas, gain fresh insights, and explore a wide range of topics together, cycle‑to‑work and EV schemes, flexible working options, and much more!

Training and Development

At Commercial, we invest in our people, 86% of our Senior Managers and 80% of our Directors have been promoted within. Whether you're just starting out or looking to grow, your development journey is as unique as you are – and we’ll support you every step of the way by offering training and development opportunities for career growth.

Diversity & Inclusion

At Commercial, we believe our differences make us stronger. We are committed to creating a workplace where everyone feels seen, heard, and valued – no matter your background, belief, identity, or way of life.

We’re proud to stand beside one another through life’s ups, downs, and everything in between. Our Diversity & Inclusion initiatives – including support around menopause, neurodiversity, mental health, and more – are just one of the ways we look out for each other and celebrate what makes us unique.

We hire people, not checklists. So even if you don’t tick every box in the job description, we’d still love to hear from you. Your potential, passion and perspective might be exactly what we’re looking for!

We are an equal opportunity employer and welcome applications from all individuals, regardless of race, ethnicity, gender identity, age, religion, disability, sexual orientation, or socio‑economic background.

To learn more about who we are, our values, and how we protect your personal data during the recruitment process, please visit our website and review our Job Applicant Privacy Policy https://commercial.co.uk/careers.