2nd Line IT Engineer – Hybrid (UK Travel)

Commercial; Cheltenham; Hybride; GBP 19 000 - 31 000; Plein temps

Avantages offerts par ce poste

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

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

2nd Line Support

Customer service

Ticket management

Vendor liaison

Outils

VMware vSphere

Active Directory

Exchange Online

Citrix XenDesktop

Office 365

Description du poste

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.