2nd Line IT Engineer

Solus Accident Repair Centres Company; United States; On-site; USD 50,870 - 69,611; Full time

Benefits offered by this job

Competitive salary

Bonus opportunity

Company pension scheme

33 days holiday

Staff discounts

Save As You Earn scheme

Parental and carer’s leave

Wellbeing resources

Job summary

Solus Accident Repair Centres are recruiting a 2nd Line IT Engineer to own complex incidents across our service desk and support 2,500+ users across 40+ sites. You will work on our in‑house Evolve system, guide 1st Line engineers and help shape documentation, processes and service quality as the team grows.

You will handle escalations, perform advanced troubleshooting for hardware, software and networking, and provide on‑call support in a 24/7 rota.

Qualifications

• Own complex incidents escalated from 1st line and work across the Service Desk.
• Provide advanced troubleshooting across hardware, software and networking systems.
• Support and guide 1st Line IT Engineers and assist with onboarding/offboarding processes.
• Experience with HaloITSM and familiarity with Microsoft 365, Azure, Entra ID and Intune.

Responsibilities

• Take ownership of complex incidents and service requests escalated from 1st line.
• Resolve escalated tickets within HaloITSM and coordinate with teammates.
• Provide advanced troubleshooting across hardware, software and networking issues.
• Support and guide the 1st Line IT Engineers and assist with starter/leaver processes.
• Install, configure and support IT systems; participate in on-call rota 24/7.
• Create and maintain team documentation and contribute to service improvements.

Skills

Advanced troubleshooting

HaloITSM

Microsoft 365

Azure

Entra ID

Intune

Networking hardware

Meraki

Fortinet

Cisco

Tools

HaloITSM

Microsoft 365

Azure

Entra ID

Intune

Meraki

Fortinet

Cisco

Job description

Overview

We are looking for a 2nd Line IT Engineer to take ownership of our complex technical issues across our Award‑Winning Accident Repair Network, supporting 2,500+ users across 40+ sites.

Our mission is to develop the tools and technology that enable our teams to get our customers back to normal, and our Service Desk plays a vital part in that, keeping our people and sites running every day.

The candidate will be reporting into our Service Desk Lead and working across the Service Desk to resolve escalated incidents, support our in‑house system Evolve, and guide and develop our 1st line engineers. As our Service Desk grows, this role is fundamental to raising the capability and quality of the service we deliver.

Responsibilities

What You’ll Be Doing:

You’ll take ownership of complex incidents and service requests escalated from 1st line, supporting colleagues and external clients using Evolve, our in‑house bodyshop system. You’ll also support and guide our 1st Line IT Engineers, helping them grow their skills.

What You’ll Get:

You’ll join a collaborative team with real influence over how our Service Desk operates, leading on escalations, working hands‑on with Microsoft 365, Azure, Entra ID, Intune and networking kit including Meraki, Fortinet and Cisco, and helping shape our documentation, processes and service as we grow.

As our 2nd Line IT Engineer you will:

• Handle incoming calls and tickets day to day.
• Resolve escalated tickets within HaloITSM, our ticketing system.
• Provide advanced troubleshooting across hardware, software and networking issues on a wide range of platforms.
• Support and guide the 1st Line IT Engineers, sharing knowledge and enabling them to succeed.
• Support the starter and leaver process, building and configuring hardware, setting up accounts and managing returns.
• Assist with the installation, configuration and ongoing support of IT systems.
• Provide on‑call support on a shift rota, covering P1 incidents 24/7.
• Create and maintain documentation to ensure consistency across the team.
• Be an active member of the Solus Service Desk team, learning and collaborating with others.

Solus, who are owned by Aviva, are one of the UK leaders in vehicle repairs, returning cars to the road in just 11 days on average and a 4.6/5 star customer rating. With an award‑winning apprenticeship programme and winners of other recognised industry awards Solus are proud to be shaping the future of vehicle repair.

Why Join Solus?

We have so much to offer when it comes to being a Solus colleague:

• Competitive salary based on location, skills, experience, and qualifications.
• Bonus opportunity tied to your performance and the overall success of Solus.
• Company pension scheme with employer contributions.
• 33 days’ holiday (including bank holidays), with the option to buy or sell up to 5 days.
• Save money with up to 40% discount on Aviva products and other retailer discounts.
• Share in Aviva’s success through the Aviva Save As You Earn scheme.
• Supportive policies including parental and carer’s leave.
• Wellbeing focus with tools like Group Income Protection and 24/7 GP access.

At Solus, we value inclusivity and welcome all applicants. If you’re excited but don’t tick every box, we encourage you to apply—your unique skills might be just what we need.

We guarantee an interview for disabled applicants meeting the minimum criteria—just email us after applying to let us know.

Ready to join us? Apply online today, and our team will be in touch within 14 days.