2nd Line Support Engineer

IntaPeople Limited; Metropolitan Borough of Solihull; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company is seeking a 2nd Line Support Engineer to join their busy team in Doncaster. The role involves handling escalated technical issues, providing comprehensive support across various IT systems, and ensuring customer satisfaction through effective communication. Ideal candidates will have a strong background in IT support and troubleshooting, with a focus on delivering quality service in a fast-paced environment.

Qualifications

• 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).

Responsibilities

• Handle escalated tickets from 1st line and work them through to resolution.
• Provide desktop, server, network, and cloud support.
• Maintain accurate records in the service management system.

Skills

Customer-focused

Strong communicator

Proactive

Tools

VMware

Hyper-V

Citrix

Datto

PRTG

Job description

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!