2nd Line Support Engineer

Artemis Clarke Ltd; Peene; Hybrid; GBP 31,500 - 38,500; Full time

Benefits offered by this job

Paid overtime

Annual salary reviews

Christmas bonuses

Paid technical training

Career progression

Job summary

Artemis Clarke Ltd is seeking an experienced 2nd Line Support Engineer to join a friendly MSP-based service desk in the countryside near Paddock Wood. You will handle remote and onsite support, act as escalation for 1st Line engineers and assist with technical installations and customer projects.

The role emphasizes ownership of issues, strong troubleshooting, and professional communication. A driving licence is required for occasional site visits and career development is encouraged.

Qualifications

• Experience providing second-line IT support in MSP or busy service environments.
• Strong technical troubleshooting and problem-solving capabilities.
• Excellent communication with customers and ability to manage multiple priorities.

Responsibilities

• Provide remote and onsite 2nd line support to a range of customers within SLAs.
• Act as escalation point for 1st Line engineers and contribute to project work.
• Install, migrate and support customer environments and new technologies.

Skills

Troubleshooting

Customer communication

Prioritisation

Ownership

Tools

Microsoft 365

SharePoint

Windows OS

Windows Server

Active Directory

Azure

Hyper-V

VMware

Networking

Firewalls

WatchGuard

Antivirus

Printers

Microsoft Office

Job description

Up to £35,000

Monday to Friday, 8:30am–5:30pm

Overtime paid for additional project work

Do you enjoy getting to the bottom of technical issues rather than simply passing them on?

Are you ready to take greater ownership of escalated support queries and project work?

Would you like to join a friendly, collaborative team where your contribution is recognised and your technical skills can continue to develop?

If so, this could be a great next step.

We are recruiting for a well-established and steadily growing Managed Service Provider based in Paddock Wood. As the business continues to welcome new customers, they are looking for an experienced 2nd Line Support Engineer to join their service desk team.

This is a varied position where you will provide both remote and onsite support, act as an escalation point for 1st Line engineers and assist with technical installations and customer projects.

What You Will Be Doing

Providing 2nd Line remote and onsite technical support to a wide range of customers

Acting as an escalation point for the 1st Line support team

Investigating and resolving technical issues within agreed SLAs

Assisting with installations, migrations and project work

Prioritising and managing your own support tickets

Creating and maintaining clear technical documentation

Communicating with customers throughout the resolution process

Contributing to the out-of-hours rota when required

What They Are Looking For

Ideally, you will already have experience working within an MSP, IT service provider or busy technical support environment.

You will also need:

Previous experience providing support at 2nd Line level

Strong troubleshooting and problem-solving skills

A confident and professional approach to customer communication

The ability to manage competing priorities and take ownership of technical issues

A willingness to support colleagues and share technical knowledge

A full UK driving licence for occasional customer site visits

You should have experience across most of the following technologies:

Microsoft 365 and SharePoint

Windows desktop operating systems

Windows Server

Active Directory and Group Policy

Microsoft Azure

Hyper-V and VMware

Networking, including switches, routers, firewalls, DHCP and DNS

WatchGuard firewalls or similar security technologies

Antivirus and endpoint security

Printers and peripheral devices

Microsoft Office

Experience supporting older or legacy Microsoft environments would also be useful.

What Is in It for You?

This is a company that genuinely values its people and wants employees to build a long-term career within the business.

You can expect:

A salary of up to £35,000, depending on experience

Paid overtime for additional project work

Annual salary reviews

Christmas bonuses

Paid technical training and development

Clear progression opportunities, with salary growth as your skills develop

Support and flexibility when family commitments arise

A friendly, positive and team-focused working environment

A workplace where achievements are recognised — and the occasional pizza-fuelled afternoon keeps things enjoyable

This would suit an experienced 2nd Line Support Engineer who enjoys variety, wants to continue developing technically and would value being part of a supportive and growing MSP.