Second Line Helpdesk Engineer

JAM Recruitment Ltd; Caister-on-Sea; On-site; GBP 30,000 - 35,000; Full time

Benefits offered by this job

Pension

Health insurance

Training plan

Paid study time

25 days' holiday + Bank Holidays

Family-friendly flexibility

Excellent career progression

Free parking

Job summary

ed Resourcing Ltd is seeking a dedicated Second Line Helpdesk Engineer in Norfolk on a hybrid basis. You will handle second line support across hardware, software, and networks, and contribute to incident resolution while maintaining strong customer service.

The role emphasizes workload management, professional development, and a comprehensive benefits package within a growing organisation.

Qualifications

• Experience in a service desk or technical support role with troubleshooting across M365, Windows and macOS.
• Ability to manage workload and priorities.
• Strong customer service and communication skills.

Responsibilities

• Provide second line technical support across hardware, software, and networks.
• Troubleshoot and resolve escalated incidents within SLAs.
• Support users with Windows and macOS environments and Microsoft 365.
• Administer Active Directory and basic network protocols.
• Deliver high-quality customer service and prioritise incidents.
• Manage multiple open incidents effectively.

Skills

M365 experience

Windows

MacOS

Active Directory

Troubleshooting

Tools

PowerShell

Intune

MDM solutions

ConnectWise PSA/RMM

Job description

Second Line Helpdesk Engineer

A Second Line Helpdesk Engineer position is available with ed Resourcing Ltd in Norfolk, offering a salary between £30,000 and £35,000 per annum on a full-time, hybrid working basis.

Location: Hybrid working, Norfolk

This hybrid role suits an individual seeking professional development with a growing organisation, offering a comprehensive benefits package.

We have an exciting opportunity with an established & still growing organisation who offer great training for a second line helpdesk engineer. This company can offer an attractive hybrid working pattern and offer a great benefit package. They are a leading provider within their specialised sector.

Responsibilities:

• Provide second line technical support across a broad range of hardware, software, and network issues.
• Troubleshoot and resolve escalated incidents within agreed SLAs.
• Support users with operating systems (Windows, macOS), Microsoft 365, etc.
• Administer Active Directory, network protocols (TCP/IP, DNS, DHCP), and remote access tools.
• Deliver a high standard of customer service.
• Manage and prioritise multiple open incidents effectively.

Requirements:

• You should have experience working in a service desk/technical support role, where you have gained troubleshooting skills, and knowledge across M365, Windows/MacOS, and Active Directory.
• You must be able to manage your workload and prioritise tasks.

Nice to haves:

• Certifications e.g. CompTIA A+, Microsoft MTA, or ITIL Foundation.
• Experience with PowerShell or similar.
• Experience with MDM solutions, like Intune.
• Knowledge of ConnectWise PSA/RMM or similar.

Benefits:

• Package & Benefits
• Pension
• Health insurance
• Training plan & paid study time
• 25 days' holiday + Bank Holidays
• Family-friendly flexibility
• Excellent career progression opportunities
• Free parking