Role: 2nd Line Support Engineer
Location: Doncaster 3 days p/week onsite - you must be commutable to Doncaster for at least 3 days p/week for this role
Contract Type: Permanent
Overview:
We're hiring a 2nd Line Support Engineer for a busy environment. You'll be the escalation point for 1st Line Engineers, handling technical issues across a wide range of IT systems and services. This is a hands-on support role with a mix of remote troubleshooting, customer communications, and documentation. Ideal for someone who’s sharp on detail, calm under pressure, and comfortable with multiple technologies.
Key Responsibilities:
- Handle escalated tickets from 1st line and work them through to resolution
- Prioritise and manage multiple issues to meet SLAs
- Provide desktop, server, network, and cloud support
- Keep customers updated throughout the ticket lifecycle
- Maintain accurate records in the service management system
- Liaise with 3rd parties where needed and ensure SLAs are met
- Share fixes and updates with the wider team
Required Experience:
- 3+ years in a Service Desk or Helpdesk role
- Strong knowledge of Windows OS (7–11), Windows Server, and Exchange
- Solid troubleshooting skills across networks (LAN/VLAN/WAN/Wi-Fi/VPN)
- Experience with VMware/Hyper-V and remote desktop tools (e.g., Citrix)
- Confident working with firewalls, antivirus, and cyber security tools
- Exposure to backup/monitoring tools (e.g., Datto, PRTG)
- VOIP and telephony support
- MSP background and/or education sector experience a bonus
Skills:
- Customer-focused with a clear and professional phone manner
- Strong communicator, both written and verbal
- Able to work under pressure and switch tasks as needed
- Proactive and takes ownership of tickets from start to finish
If this sounds like you please apply now for a confidential chat, thanks!