Onsite 2nd Line Support Engineer – Trusted Tech Fixes

Advania UK; Dorchester; On-site; GBP 31,000 - 43,000; Full time

Job summary

Advania UK is seeking a 2nd line onsite support engineer to join a client-focused team in Wool. You’ll own incidents from start to finish, troubleshoot across hardware, software and network domains, and work with cross-functional teams to restore services quickly.

You will be the primary onsite contact, balancing priorities and updating users with clear progress. The role emphasizes customer service, professional communication and ongoing personal development.

Qualifications

• Hands-on experience in a 2nd line, deskside or onsite support environment.
• Strong troubleshooting skills and a customer-service mindset.
• Clear communication and organisational skills under changing priorities.
• Ownership mentality rather than passing issues along.
• Knowledge of several listed tools and technologies is a plus.

Responsibilities

• Be a trusted onsite contact and resolve incidents with a professional, customer-first approach.
• Own incidents and requests, escalations, and manage them to resolution.
• Diagnose and resolve hardware, software, network and access issues.
• Prioritise tickets and provide timely updates to users.
• Support project work, service improvements and changes as needed.
• Collaborate with teams to restore service quickly and maintain standards.
• Capture ticket information and feedback for improvements.
• Create knowledge articles to aid future solutions.
• Build relationships with client, colleagues and escalation teams.
• Participate in personal development plans and shift/desk-rotations.

Tools

Microsoft 365

Exchange

Windows Environments

Azure AD

VMware

SCCM

BeyondTrust/Datto

Networking

VoIP

Job description

Advania UK is seeking a 2nd line onsite support engineer to join a client-focused team in Wool. You’ll own incidents from start to finish, troubleshoot across hardware, software and network domains, and work with cross-functional teams to restore services quickly.

You will be the primary onsite contact, balancing priorities and updating users with clear progress. The role emphasizes customer service, professional communication and ongoing personal development.