2nd Line Technical Support Engineer

Carden IT Services Ltd; Brighton; Hybrid; GBP 22,000 - 32,000; Full time

Benefits offered by this job

Flexible remote work

4-day work week

22 days holiday

Job summary

Carden IT Services Ltd. is seeking an IT Help Desk Technician to join our Brighton-based team. You will handle calls and tickets for installations, maintenance, and IT projects, ensuring timely resolutions and strong customer service across SME clients.

The role emphasizes reliability, problem-solving, and the ability to learn new systems with ongoing training and development opportunities. Flexible remote options are available alongside a fixed Brighton base.

Qualifications

• 2+ years in a similar IT/help desk role
• Experience with Windows OS and Office 365 administration
• Networking basics (DNS/DHCP, VPNs, routers) and security concepts
• Strong problem-solving and customer-service skills
• Ability to learn quickly and work under pressure

Responsibilities

• Respond to phone calls and tickets for installations and maintenance
• Provide technical support from Brighton base or remote locations
• Assist with IT projects and SMEs across the UK
• Maintain high first-time fix rate and quality of service

Skills

Help desk

Customer service

Problem solving

Time management

First-time fix

Team player

Self-learning

Education

Microsoft qualifications

Tools

Office 365

VMware Esxi/VCentre

Active Directory

DNS/DHCP

VPNs/Firewalls

Trend Micro

Veeam Backup & Replication

Job description

Please note: you are required to live in or be able to travel to Sussex for this role. Please do not apply if you are further away.

The company has an excellent opportunity for someone with previous help desk experience and is eager to further develop their career within the IT industry. Working as part of a team you will join a fast-growing busy IT Company that provide technical support services to SMEs throughout the UK on IT and telecoms products and services. In this role, you will respond to phone calls and tickets covering the installations and maintenance of the company’s growing client base, as well as work on IT projects.

Required Knowledge & Skills

• Friendly and responsive telephone manner
• Excellent attention to detail
• Ability to solve problems under pressure, prioritising effectively
• Excellent timekeeping
• Good first-time fix rate
• The successful applicant will be someone who has good experience in solving I.T related problems with at least 2 years in a similar position
• Microsoft qualifications are beneficial although not a necessity. Training will be provided; however in order to be successful in this role, self-learning is essential

Required Experience

• Microsoft Operating Systems (desktop and server 2019 upwards)
• Office 365 (licensing, setup, migration)
• VMware Esxi/VCentre Server
• Active Directory, Group Policy, DNS, DHCP etc
• VPNs, Router and Firewalls
• Networking – WAN, LAN, Security, SSL, IP Routing, Switching
• Anti-Virus platforms such as Trend Micro
• Backup solutions (Veeam Backup and Replication, Datto)

What To Expect

• Flexible and remote working
• A company culture to promote work/life balance.
• Commitment from us for continued learning and development.
• We only work 4 days a week, for longer weekends.
• You will provide technical support from the our primary base in Brighton.
• 22 days holiday, plus bank holidays, 2 days taken at Christmas. Plus birthdays off.
• 5+ years plus an extra day, up to a total of 27 days.

Summary

• You will provide technical support from our primary base in Woodingdean Business Park, Brighton.
• An excellent telephone manner is essential and although you will not be customer-facing you must be smart and presentable.
• The successful applicant will be someone who has good experience in solving I.T related problems with at least 2 years in a similar position.
• Microsoft qualifications are beneficial although not a necessity. Training will be provided; however in order to be successful in this role, self-learning is essential.

Carden IT Services is a trusted IT services provider with offices in Sussex, London, and New York. Our team brings together experienced specialists across multiple disciplines, delivering reliable, first-class IT solutions that help businesses operate securely, efficiently, and with confidence.

Also serving the US: Carden IT Services LLC