Hybrid 2nd Line IT Support Engineer - Escalations

Chorus Global Ltd; Portishead; Hybrid; GBP 29,000 - 36,000; Full time

Job summary

Chorus Global Ltd in Portishead, England, is seeking a 2nd Line Support Engineer to join our IT team. You’ll act as a key escalation point for the 1st Line, handling more complex incidents and service requests to resolution, across Microsoft and networking technologies.

This hybrid role includes some on-site customer work. You’ll manage your own queue with support from an experienced team, communicate clearly with customers and colleagues, and contribute to continuous learning in a collaborative

Qualifications

• Experience in 2nd Line IT support or equivalent role.
• Hands-on with Microsoft technologies (admin and support).
• Strong troubleshooting with methodical approach.
• Clear, confident communication with technical and non-technical customers.

Responsibilities

• Act as escalation point for complex incidents and requests
• Diagnose and resolve 2nd Line incidents across Microsoft and networking tech
• Engage with customers via phone, email, chat, and service portal
• Create, prioritise and progress tickets in the ITSM platform
• Manage allocated tickets to meet SLAs and targets
• Escalate to 3rd Line when needed with thorough handover notes
• Identify patterns and raise with Problem Management

Skills

2nd Line support

Microsoft technologies

Troubleshooting

Customer communication

Ownership & prioritisation

Tools

Windows OS

Azure

Intune

Cisco Meraki

ITSM platforms

Job description

Chorus Global Ltd in Portishead, England, is seeking a 2nd Line Support Engineer to join our IT team. You’ll act as a key escalation point for the 1st Line, handling more complex incidents and service requests to resolution, across Microsoft and networking technologies.

This hybrid role includes some on-site customer work. You’ll manage your own queue with support from an experienced team, communicate clearly with customers and colleagues, and contribute to continuous learning in a collaborative