2nd Line Support Engineer

TN United Kingdom; Leeds; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the UK is seeking a 2nd Line Support Engineer to join their team in Doncaster. This permanent position involves handling escalated technical issues, providing support across various IT systems, and ensuring customer satisfaction. The ideal candidate will have a strong background in service desk roles, excellent communication skills, and the ability to manage multiple tasks under pressure. If you are proactive and detail-oriented, this role offers an exciting opportunity for growth in a busy environment.

Qualifications

• 3+ years in a Service Desk or Helpdesk role.
• Strong knowledge of Windows OS, Server, and Exchange.
• Solid troubleshooting skills across networks.

Responsibilities

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

Skills

Customer-focused

Strong communicator

Proactive

Tools

VMware

Hyper-V

Citrix

Datto

PRTG

Job description

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Role: 2nd Line Support Engineer
Location: Doncaster onsite - you must be commutable from Doncaster
Contract Type: Permanent

Overview:
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!