2nd Line Support Engineer / Field Engineer

Allscreens Nationwide Ltd; Stevenage; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Private healthcare

EAP for wellbeing

Monthly WFH allowance

Life Assurance 5x salary

Volunteer time for causes

Job summary

Core is seeking a 2nd Line Support Engineer / Field Engineer to join the Service Desk and work on-site with a customer in the Stevenage area. The role requires a proactive, customer-focused IT professional who will deliver high-quality support and ensure client satisfaction.

This role is minimum 3 days onsite. Core offers private healthcare, EAP, monthly WFH allowance, life assurance (5x salary) and regular social events in London, with a focus on learning and development.

Qualifications

• Experience providing 1st/2nd line IT support in businesses.
• Knowledge of ITIL standards and service management practices.
• Proactive, customer-focused IT professional with strong communication.

Responsibilities

• Provide 1st & 2nd line support for software and hardware incidents and service requests.
• Log incidents accurately with a high first-time fix rate in ITSM tool.
• Install hardware and software and support mobile devices; collaborate cross-team.
• Document resolutions and contribute to knowledge base; identify improvement opportunities.

Skills

2nd line support

ITIL

Customer focus

Problem solving

Tools

ITSM tool

Job description

Core is a high-growth Microsoft Managed Services Provider (MSP) delivering modern technology solutions across Azure, Microsoft 365, Security, and Modern Workplace. We specialise in providing a wide range of services, solutions and software to optimise our clients’ Microsoft investments. Our customers trust us to help them unlock productivity, reduce risk, and transform their businesses through technology.

We live by our CORE values: Customers first (we put customers at the heart of what we do and take accountability for our actions), One Core (we recruit, develop and retain great talent in a supportive team environment), Responsive (we’re flexible, approachable and responsive to customer needs), and Expertise (we’re proudly professional and continuously strive for excellence for customers, peers and partners).

Role overview

We are looking for a 2nd Line Support Engineer / Field Engineer to join our Service Desk team and work on-site with one of our customers in Stevenage area. This role requires a proactive, customer-focused IT professional who will provide high-quality support while ensuring excellent client satisfaction.

This role is minimum 3 days onsite.

Duties & Responsibilities:

Provision of 1st & 2nd line support service for software and hardware Incidents and Service Requests via phone calls, emails and self-service tickets.

Efficient and accurate logging of incidents and requests with a high first-time fix rate into ITSM tool.

Installation of hardware & software and the provision and support of mobile devices.

Working collaboratively with other teams where Incidents and Service Requests require cross-functional activities.

Ensuring diagnostic information is fully compiled prior to any escalation.

Documentation of resolutions into Knowledgebase and update service documentation as appropriate.

Identification of service improvement opportunities.

Adherence to ITIL standards.

We offer:

Appropriate, modern technology to support the fulfilment of your role.

Significant focus on Learning + Development, including training courses, seminars, and social events in London.

Supportive, ambitious and entrepreneurial culture where you'll have the freedom to drive ideas, take ownership and make a real impact.

Two paid leave days per year to volunteer for causes that resonate with Core's values, such as charitable efforts, environmental initiatives, and supporting the next generation in tech.

Private healthcare and Employee Assistance Programme (EAP) for mental health and wellbeing.

Monthly WFH allowance.

Life Assurance: 5x annual salary.

Catered quarterly & annual social events.