2nd Line Support Engineer

Harvey Nash; West Midlands; Hybrid; GBP 32,000 - 46,000; Full time

Job summary

Harvey Nash is seeking an experienced Senior IT professional to join as a 2nd Line Support Engineer, delivering hands‑on technical support to a range of corporate clients.

You will diagnose and resolve incidents, act as escalation point for Helpdesk Analysts, mentor the team and contribute to service delivery in a hybrid model (onsite for the first 3 months, then hybrid).

Strong knowledge of Active Directory, VMware, Exchange and M365 is valuable in this role.

Qualifications

• 2nd line technical support to clients
• Managing and resolving tickets within SLA targets
• Escalation point for Helpdesk Analysts on complex issues
• Ownership of incidents from diagnosis to resolution and client updates

Responsibilities

• Provide 2nd line technical support to clients
• Manage and resolve tickets within SLA targets
• Escalate to senior teams when required and mentor Helpdesk Analysts
• Maintain accurate records in service management systems

Skills

Active Directory

VMware

Group Policy

Microsoft Exchange

Microsoft 365 / Office 365

Microsoft Office

Backup & Storage Solutions

Terminal Server

Job description

Onsite for the first 3 months then Hybrid

I’m looking for an experienced 2nd Line Support Engineer's to join an established IT services business, providing technical support to a range of corporate clients.

As a Senior Support Engineer, you’ll be responsible for:

• Providing 2nd line technical support to clients.
• Managing and resolving tickets within agreed SLA targets.
• Acting as a technical escalation point for Helpdesk Analysts on more complex issues.
• Taking ownership of incidents from initial diagnosis through to resolution, keeping clients informed throughout.
• Acting as an SME (Subject Matter Expert) within your chosen client and technology areas.
• Providing technical advice, mentoring and support to Helpdesk Analysts to help develop their skills and competency.
• Supporting service delivery and ensuring a consistently high standard of technical resolution and customer service.
• Contributing ideas, knowledge and technical expertise to the wider team.
• Maintaining accurate and detailed records within service management and knowledge systems.

Technical skills:

We’re looking for solid hands‑on experience with:

• Active Directory
• VMware
• Group Policy
• Microsoft Exchange
• Microsoft 365 / Office 365
• Microsoft Office
• Backup & Storage Solutions
• Terminal Server

About You

Ideally, you’ll have 3 years within a technical helpdesk or customer-focused support environment, preferably within a MSP / IT services business.