Second Line Support Engineer

Digital Waffle; Manchester; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading technology support firm in Manchester is seeking a 2nd Line IT Support Engineer to provide expert assistance for complex IT issues. The role involves resolving desktop, server, and network challenges across various environments. The ideal candidate will have prior experience in 2nd line IT support, a strong knowledge of Windows Server and networking, and an emphasis on customer service. Join a collaborative team that offers opportunities to progress into specialized IT roles.

Qualifications

• Previous experience in 2nd line IT support or a similar technical role.
• Strong knowledge of Windows Server, Active Directory, networking, and cloud platforms.
• Familiarity with ticketing systems and remote support tools.

Responsibilities

• Provide second-line support for desktop, server, and network issues.
• Escalate complex issues from 1st line support.
• Collaborate with 3rd line teams for advanced troubleshooting.

Skills

Problem-solving skills

Customer-focused approach

Knowledge of Windows Server

Knowledge of networking

Familiarity with remote support tools

Scripting exposure (PowerShell, Bash, Python)

Tools

Jira

ServiceNow

Job description

Are you a tech-savvy problem solver who loves helping people get the most out of technology? Join our team as a 2nd Line IT Support Engineer and be the go-to expert for complex IT issues.

What you’ll do

• Provide second-line support for desktop, server, and network issues across Windows, Linux, and cloud environments.
• Escalate complex issues from 1st line support and work towards timely resolution.
• Support software installations, upgrades, and configuration.
• Assist with user account management, access permissions, and IT policies.
• Document solutions and maintain knowledge base articles.
• Collaborate with 3rd line teams for advanced troubleshooting and projects.

What we’re looking for

• Previous experience in 2nd line IT support or a similar technical role.
• Strong knowledge of Windows Server, Active Directory, networking, and cloud platforms.
• Familiarity with ticketing systems (e.g., Jira, ServiceNow) and remote support tools.
• Good problem-solving skills and a customer-focused approach.
• Exposure to scripting (PowerShell, Bash, or Python) is a plus.
• Be part of a supportive and collaborative IT team.
• Opportunity to learn and progress towards 3rd line or specialist IT roles.