2nd Line Support Engineer

OCC Computer Personnel; Stafford; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading IT services company in the UK is seeking a skilled 2nd Line IT Engineer with patching experience to join their dynamic service desk team. The role involves supporting a variety of high-security projects, managing priority incidents, and ensuring system integrity. Ideal candidates will possess ITIL, Microsoft, and CompTIA certifications and have experience in a managed service environment. This role offers a collaborative work environment and flexibility in scheduling.

Qualifications

• Certifications in ITIL, Microsoft, and CompTIA are required.
• Experience in patching and supporting high-security environments is necessary.
• Willingness to obtain SC Clearance if not already held.

Responsibilities

• Act as point of contact for escalated technical issues.
• Monitor performance across various environments.
• Manage priority incidents and communications.
• Support 1st Line Support Engineers to ensure efficiency.
• Patch systems within agreed timescales.
• Coordinate system changes through change-management.

Skills

Patching experience

Troubleshooting skills

ITIL knowledge

Networking fundamentals (TCP/IP, DNS, DHCP)

Education

ITIL certification

Microsoft certification

CompTIA certification

Tools

ServiceNow

Jira Service Desk

Job description

Overview

2nd Line 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.

Responsibilities

• Be the point of contact for escalated technical issues, providing expert troubleshooting and resolution.
• Monitor performance across hardware, software, network, and cloud environments.
• Manage priority (P1) incidents and communications when required, working closely with internal teams and customers to deliver excellent service.
• Support and guide 1st Line Support Engineers to ensure incidents are handled efficiently within SLAs.
• Utilise service desk tools such as ServiceNow and Jira Service Desk.
• Patch systems and software within agreed timescales, maintaining system integrity and compliance.
• Coordinate and implement system changes through established change-management processes.
• Ensure documentation for common incident and escalation scenarios is accurate and up to date.

Qualifications

• ITIL, Microsoft and CompTIA certified.
• Ideally have worked for an MSP previously.
• Experience with patching, change management, and supporting high-security environments.
• Active or previous SC Clearance, or willingness to obtain it if successful.

Work Environment & Availability

Working in a collaborative environment on high-security projects, this role offers a 36-hour working week with an early and late shift pattern.

Next Steps

For more info please get in touch.