2nd Line IT Engineer — Incident & Systems Support (On-Call)

Solus Accident Repair Centres Company

Stansted Mountfitchet

On-site

GBP 32,000 - 52,000

Full time

14 days+

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Benefits offered by this job

Competitive salary

Bonus opportunity

Company pension

33 days holiday

Job summary

Solus Accident Repair Centres Company is seeking a 2nd Line IT Engineer to own complex incidents and support our in-house Evolve system across 2,500+ users. You will guide 1st Line Engineers, escalate where needed, and contribute to service quality as our Service Desk grows.

Join a collaborative team with on-call duties, and work with Microsoft 365, Azure, Entra ID, Intune, and networking gear from Meraki, Fortinet and Cisco. This role strengthens IT operations across our 40+ sites.

Qualifications

Owning and resolving complex incidents escalated from 1st line.
Support Evolve in-house system and guide 1st line engineers.
Handle escalations and contribute to service desk improvements.

Responsibilities

Handle incoming calls and tickets day to day.
Resolve escalated tickets within HaloITSM.
Provide advanced troubleshooting across hardware, software and networking.
Support and guide the 1st Line IT Engineers, sharing knowledge to enable growth.
Assist with starter and leaver processes, configuring hardware and accounts.
Install, configure and support IT systems ongoing.
Provide on-call support on a shift rota, 24/7 for P1 incidents.
Create and maintain documentation to ensure team consistency.
Be an active member of the Solus Service Desk team.