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2nd Line Support Engineer

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Job Description

2nd Line Support Engineer

My client, a specialist communications and managed service provider, are currently looking for a 2nd Line Support Engineer to join their growing team!

As a 2nd Line Support Technician, you will be responsible for the ongoing support and maintenance of their clients' IT, telephony, and connection infrastructure. You will be responsible for providing technical assistance to end users, resolving complicated issues, and improving the overall efficiency of their support service.

The role is primarily desk-based and provides remote support; however, it will also include occasional trips to customers' premises. This post is suitable for a driven and ambitious IT professional looking to advance their career.

Location: Northampton

Salary: Up to £35,000 DOE

Key responsibilities:

Provide second-line technical help to end users, resolving hardware and software issues quickly and efficiently.
Diagnose and resolve escalated IT incidents, interacting with the first-line support, additional support teams, and vendors as necessary.
Install, set up, and maintain computer hardware, software, and peripherals.
Install system upgrades and patches to ensure the security and stability of clients' IT environments.
Manage and resolve network issues such as connectivity problems, access point failures, and configuration mistakes.
Manage the proactive services in partnership with the Head of Technology, with an emphasis on the development of warning and alerting systems for both standard and custom solutions.
Use tools to provide clear technical reporting and devise strategies for addressing trends and resolving recurring difficulties.
Manage and resolve phone difficulties, such as VolP systems and connectivity.
Assist in user training for end users and on-the-job with 1st line support colleagues.


Proficient in resolving cloud, hardware, software, and network issues.
Strong understanding of Microsoft operating systems.
Experience with Active Directory, Group Policy, and other network administration responsibilities.
Experience using VolP telephony systems.
Familiarity with all Microsoft products, including Premium SKUs, Azure, and Endpoint Manager, is preferred.


22 days holiday (extra day leave on your Birthday!)
NHS Healthcare Top Up Cash Plan (money back on everyday medical expenses
Death in Service
Discount scheme on entertainment/shopping/leisure activities

If you are looking for a new position in a professional, but fun, environment, then please apply today!

Key words: 2nd Line, Second Line, IT Support, Support Engineer, IT Analyst, Service Desk, Support Desk, Helpdesk, Help Desk, IT Engineer, Escalations, Senior Support

Locations: Northamptonshire, Northampton, Wellingborough, Kettering, Rushden, Milton Keynes, Cranfield, Rugby, Bletchley, Corby, Bedford, Banbury, Wigston, Leighton Buzzard, Eaton Socon, Bicester, Royal Leamington Spa

Job Summary

Northampton, Northamptonshire Location
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