Second Line Support Analyst

Harvey Nash; Manchester; Hybrid; GBP 21,000 - 35,000; Full time

Job summary

Harvey Nash is seeking an experienced IT Technician / Field Service Engineer to join our Manchester-based team, delivering trusted IT guidance and hands-on support to customers. The role blends remote, office and on-site work, with roughly 50% travel across Greater Manchester.

You must be comfortable working independently across diverse customer environments and managing a varied workload. You will assist with cloud migrations, network upgrades and hardware installations, helping customers

Qualifications

• Experience in 2nd Line, Field Engineer or IT Support.
• Strong knowledge of Microsoft 365 administration and modern management.
• Good understanding of Windows Desktop and Server environments.
• Familiarity with networking concepts including DHCP, DNS, routing, VLANs and VPNs.
• Experience with backup systems, antivirus platforms, RMM tools and monitoring solutions.
• Experience with Microsoft Intune device management.
• Excellent written and verbal communication skills.
• Strong documentation and organisational skills.
• Full UK driving licence and access to your own vehicle.
• Comfortable travelling regularly between customer sites across Greater Manchester.

Responsibilities

• Provide high-quality remote, on-site and telephone technical support across a range of customer environments.
• Travel to customer sites across Greater Manchester, approximately 50% of each working week.
• Deliver responsive, effective and personable technical support to customers.
• Independently troubleshoot and resolve technical issues, engaging with colleagues where necessary.
• Implement and manage cloud and on-premise technical solutions autonomously.
• Provide clear technical information, advice and recommendations tailored to each customer's needs.
• Support project delivery, including cloud migrations, network infrastructure upgrades and hardware installations.
• Proactively monitor customer networks, respond to alerts and resolve issues before they impact operations.
• Build and maintain strong, trusting relationships with customers.
• Maintain up-to-date knowledge of IT industry best practices and emerging technologies.
• Collaborate effectively within a small team to support customers and contribute to the professional development of colleagues.
• Provide feedback on operational processes that could improve efficiency and service delivery.
• Represent the organisation professionally when working on customer sites.

Skills

Customer-facing

Technical troubleshooting

Communication skills

Independent working

Documentation

Time management

Tools

Intune

RMM tools

Monitoring solutions

Job description

Travel: Approximately 50% travel across Greater Manchester each week

Driving Licence: Full UK driving licence essential

Vehicle: Access to your own vehicle required

The Opportunity

We are looking for an experienced IT Technician / Field Service Engineer to join our Manchester-based team and provide trusted, expert IT guidance and hands-on technical support to our customers.

This is a customer-facing role suited to someone who combines strong technical ability with excellent communication skills and takes pride in building lasting customer relationships.

The role will involve a combination of remote, office and on-site support, with approximately 50% of your working week spent travelling to customer sites across Greater Manchester. You will need to be comfortable working independently across different customer environments and managing a varied workload.

You will also support technical projects including cloud migrations, network infrastructure upgrades and hardware installations.

Key Responsibilities

• Provide high-quality remote, on-site and telephone technical support across a range of customer environments.
• Travel to customer sites across Greater Manchester, approximately 50% of each working week.
• Deliver responsive, effective and personable technical support to customers.
• Independently troubleshoot and resolve technical issues, engaging with colleagues where necessary.
• Implement and manage cloud and on-premise technical solutions autonomously.
• Provide clear technical information, advice and recommendations tailored to each customer's needs.
• Support project delivery, including cloud migrations, network infrastructure upgrades and hardware installations.
• Proactively monitor customer networks, respond to alerts and resolve issues before they impact operations.
• Build and maintain strong, trusting relationships with customers.
• Maintain up-to-date knowledge of IT industry best practices and emerging technologies.
• Collaborate effectively within a small team to support customers and contribute to the professional development of colleagues.
• Provide feedback on operational processes that could improve efficiency and service delivery.
• Represent the organisation professionally when working on customer sites.
• Demonstrable experience in a 2nd Line, Field Engineer or IT Support role.
• Strong knowledge of Microsoft 365 administration and modern management.
• Good understanding of Windows Desktop and Server environments.
• Familiarity with networking concepts including DHCP, DNS, routing, VLANs and VPNs.
• Experience with backup systems, antivirus platforms, RMM tools and monitoring solutions.
• Experience with Microsoft Intune device management.
• Excellent written and verbal communication skills.
• Strong documentation and organisational skills.
• Ability to work independently and manage your workload effectively.
• Full UK driving licence and access to your own vehicle - essential.
• Comfortable travelling regularly between customer sites across Greater Manchester.

The Ideal Candidate

You will be a technically capable, customer-focused IT professional who enjoys solving problems and working directly with customers.

You'll be confident working independently, able to communicate technical information clearly to both technical and non-technical audiences, and committed to delivering solutions that improve the customer's IT environment.

You should enjoy a varied, hands-on role and be comfortable spending around 50% of your working week visiting customers across Greater Manchester.

Above all, you'll take pride in providing a high-quality, personable service and developing strong, long-term customer relationships.

Package

• Salary: Up to £35,000 per annum
• Location: Manchester
• Travel: Approximately 50% across Greater Manchester weekly
• Role: IT Technician / Field Service Engineer
• Driving: Full UK driving licence essential
• Vehicle: Own vehicle required
• Working Environment: Combination of remote, office and customer-site support