2nd Line Support Engineer

ARC IT Recruitment; Brighton; Hybrid; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Private healthcare

Pension

Benefits

Job summary

Arc IT Recruitment Limited is seeking a Second Line Support Engineer for a Brighton-based hybrid role. You will handle calls, support tickets, and troubleshoot issues through to resolution, working with telephony, network and connectivity services.

You will be part of a customer-focused team, with onboarding and mentoring. The role offers £28,000–£32,000 plus benefits, a permanent, full-time contract, and hybrid working after initial office-based onboarding.

Qualifications

• Service desk experience, ideally a couple of years in first line support.
• Good grasp of ticketing systems, triage and service desk processes.
• Strong customer service skills and a calm, reassuring manner.
• Keen to learn, take ownership and be part of a team.

Responsibilities

• Handling customer calls and support tickets, and troubleshooting issues through to resolution.
• Supporting customers across telephony, network and connectivity services.
• Working to agreed service levels for responses and resolution.
• Visiting customer sites from time to time.

Skills

Service desk experience

Customer service

Ownership mindset

Willingness to learn

Communication

Tools

Ticketing systems

Job description

Second Line Support Engineer

Brighton (hybrid) | £28,000–£32,000 + benefits | Permanent, full-time

Are you an experienced first line support engineer looking for your next step? Our client is an established technology services provider in Brighton, and they’re looking for a customer-focused engineer to join their support team. You’ll resolve issues yourself rather than just logging them.

The role

• Handling customer calls and support tickets, and troubleshooting issues through to resolution
• Supporting customers across telephony, network and connectivity services
• Working to agreed service levels for responses and resolution
• Visiting customer sites from time to time

You’ll be well supported, with structured onboarding and mentoring from an experienced team.

What we’re looking for

• Service desk experience, ideally a couple of years in first line support
• A good grasp of ticketing systems, triage and service desk processes
• Strong customer service skills and a calm, reassuring manner
• Keenness to learn, take ownership and be part of a team

Experience in telecoms, a managed service provider or a similar environment would be a plus. So would networking knowledge or on-site/installation experience.

What’s on offer

• £28,000–£32,000, depending on experience
• Hybrid working after an initial office-based onboarding period
• Flexible shift patterns within standard business hours
• Private healthcare, a holiday allowance that grows with service, a pension and other benefits