2nd Line Support Engineer

IntaPeople; England; On-site; GBP 30,000 - 45,000; Full time

Job summary

A technology solutions provider in the United Kingdom is seeking a 2nd Line Support Engineer to handle escalated technical issues and provide support across various IT systems. Ideal candidates will have over 3 years of experience in a Service Desk or Helpdesk role, strong knowledge of Windows systems, and excellent communication skills. This position is on-site in Doncaster for three days a week.

Qualifications

• 3+ years in a Service Desk or Helpdesk role.
• Strong knowledge of Windows OS, Windows Server, and Exchange.
• Solid troubleshooting skills across networks (LAN/VLAN/WAN/Wi-Fi/VPN).
• Confident working with cyber security tools.

Responsibilities

• Handle escalated tickets from 1st line and work them through to resolution.
• Prioritise and manage multiple issues to meet SLAs.
• Provide desktop, server, network, and cloud support.
• Keep customers updated throughout the ticket lifecycle.

Skills

Customer-focused with a clear and professional phone manner

Strong communicator, both written and verbal

Able to work under pressure and switch tasks as needed

Proactive and takes ownership of tickets from start to finish

Tools

Windows OS (7 11)

Windows Server

Exchange

VMware/Hyper-V

Remote desktop tools (e.g., Citrix)

Firewalls

Antivirus

Cyber security tools

Backup/monitoring tools (e.g., Datto, PRTG)

VOIP and telephony

Job description

Overview

Role: 2nd Line Support Engineer
Location: Doncaster 3 days p/week onsite - you should be commutable to Doncaster for at least 3 days p/week for this role
Contract Type: Permanent

We're hiring a 2nd Line Support Engineer for a busy environment. You'll be the escalation point for 1st Line Engineers, handling technical issues across a wide range of IT systems and services. This is a hands-on support role with a mix of remote troubleshooting, customer comms, and documentation. Ideal for someone who s sharp on detail, calm under pressure, and comfortable with multiple technologies.

Key Responsibilities

• Handle escalated tickets from 1st line and work them through to resolution


• Prioritise and manage multiple issues to meet SLAs


• Provide desktop, server, network, and cloud support


• Keep customers updated throughout the ticket lifecycle


• Maintain accurate records in the service management system


• Liaise with 3rd parties where needed and ensure SLAs are met


• Share fixes and updates with the wider team

Required Experience

• 3+ years in a Service Desk or Helpdesk role


• Strong knowledge of Windows OS (7 11), Windows Server, and Exchange


• Solid troubleshooting skills across networks (LAN/VLAN/WAN/Wi-Fi/VPN)


• Experience with VMware/Hyper-V and remote desktop tools (e.g., Citrix)


• Confident working with firewalls, antivirus, and cyber security tools


• Exposure to backup/monitoring tools (e.g., Datto, PRTG)


• VOIP and telephony support


• MSP background and/or education sector experience a bonus

Skills

• Customer-focused with a clear and professional phone manner


• Strong communicator, both written and verbal


• Able to work under pressure and switch tasks as needed


• Proactive and takes ownership of tickets from start to finish

If this sounds like you please apply now for a confidential chat, thanks!