2nd Line IT Support Engineer | 24/7 Onsite & Remote

Armstrong Knight; Liverpool; On-site; GBP 24,000 - 32,000; Full time

Job summary

Armstrong Knight in Liverpool is seeking an experienced IT Helpdesk Analyst to join our busy support team, handling 1st/2nd line incidents and ensuring timely resolution.

You will work across Windows Server, virtualization, Office 365, Exchange and remote desktop services, providing high-quality customer service and SLA-compliant support.

A willingness to contribute to a 24/7 rota and flexible hours is essential for this role.

Qualifications

• Experience in a busy Managed Services environment.
• Experience in delivering remote and on-site support within SLAs.

Responsibilities

• Provide 1st/2nd line technical support via ticketing system, email and phone.
• Resolve cases remotely where possible, or directly on customer sites as needed.
• Ensure that 1st/2nd line cases are managed through to resolution, with clear customer communication and updates.
• Be part of a 24/7 rota.
• Manage own time effectively and communicate expectations clearly.

Skills

Customer-focused support

Remote troubleshooting

Time management

SLA adherence

Team player

Tools

Windows Server

Hyper-V

VMware

Office 365 Admin

Exchange Server

RDS/Thin Client

TCP/IP networking

Antivirus (Sophos)

Job description

Armstrong Knight in Liverpool is seeking an experienced IT Helpdesk Analyst to join our busy support team, handling 1st/2nd line incidents and ensuring timely resolution.

You will work across Windows Server, virtualization, Office 365, Exchange and remote desktop services, providing high-quality customer service and SLA-compliant support.

A willingness to contribute to a 24/7 rota and flexible hours is essential for this role.