2Nd Line Support Engineer

OCC Computer Personnel; Hempstalls; On-site; GBP 35,000 - 45,000; Full time

Job summary

An established IT services provider in the UK seeks a 2nd Line IT Engineer to join a busy service desk. The role involves supporting complex incidents, applying patches, and ensuring IT systems remain secure and stable. Ideal candidates have strong communication skills, solid patching experience, and relevant IT certifications. This position offers a 36-hour work week with shifts and requires SC Clearance or willingness to obtain it.

Qualifications

• Solid patching experience for systems and software.
• Coordinated system changes via change-management processes.
• Experience in a high-security IT environment.

Responsibilities

• Support complex incidents and apply patches to IT systems.
• Monitor performance across hardware, software, and networks.
• Guide 1st Line Support Engineers within SLAs.

Skills

Patching experience

Communication skills

Troubleshooting

Education

ITIL Certification

Microsoft Certification

CompTIA Certification

Tools

ServiceNow

Jira Service Desk

VMware

Azure

AWS

Job description

2ndLine IT Engineer - Patching

IT Service Operations Engineer to join a busy service desk ITIL focused with patching experience. Joining a growing, highly talented team of IT engineers this is an exciting opportunity to work on high-security projects, helping to build a world-class ops hub that delivers fully secure ICT services across the UK. You will act as a 2nd Line Support Engineer, supporting complex incidents, applying patches, and ensuring critical IT systems remain secure, stable, and high performing.

Tech stack: Windows, Windows Server, Microsoft 365, networking fundamentals (TCP/IP, DNS, DHCP, VPN, firewalls), VMware, Hyper‑V, AWS, Azure.

In this role, you'll be the point of contact for escalated technical issues, providing expert troubleshooting and resolution, while monitoring performance across hardware, software, network, and cloud environments. You'll manage priority (P1) incidents and communications when required, so strong communication skills are essential as you'll be working closely with internal teams and customers to deliver excellent service.

You’ll support and guide 1st Line Support Engineers to ensure incidents are handled efficiently within SLAs. Service desk tools such as ServiceNow, Jira Service desk.

We’re looking for someone with solid patching experience, you’ll be responsible for patching systems and software within agreed timescales, maintaining system integrity and compliance. You’ll also coordinate and implement system changes through established change‑management processes and ensure documentation for common incident and escalation scenarios is accurate and up to date.

ITIL, Microsoft and CompTIA certified and ideally worked for an MSP previously.

Working in a collaborative environment on high-security projects, this role offers a 36‑hour working week with an early and late shift pattern. Due to the nature of the work, candidates must hold active or previous SC Clearance, or be willing to obtain it if successful.

For more info pls get in touch