2nd Line Support Engineer

OCC Computer Personnel; Stoke-on-Trent; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading IT service provider is seeking a 2nd Line IT Engineer to join their busy service desk team in Stoke-on-Trent. The ideal candidate will have solid patching experience and ITIL certification, providing support for incidents and ensuring that critical IT systems remain secure and high-performing. You will manage incidents, oversee communications, and work closely with internal teams and customers. This permanent, full-time role offers a competitive compensation package along with opportunities to work on high-security projects.

Qualifications

• Previous experience in 2nd line support.
• Ability to manage P1 incidents effectively.
• Experience working in high-security environments.

Responsibilities

• Support complex incidents and apply patches.
• Manage performance across hardware, software, and networks.
• Guide 1st Line Support Engineers for SLA compliance.

Skills

Patching experience

Strong communication skills

Troubleshooting

ITIL knowledge

System change management

Education

ITIL certification

Microsoft certification

CompTIA certification

Tools

ServiceNow

Jira Service Desk

VMware

Hyper-V

AWS

Azure

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.

Job Information

• Job Title: 2nd Line Support Engineer
• Company: OCC Computer Personnel
• Location: Stoke, Staffordshire
• Compensation: Competitive
• Closes: Jan 23rd 2026
• Sector: IT
• Contract: Permanent
• Hours: Full Time