2nd Line IT Support Engineer

Posted about 1 year ago by Proftech Talent
Location Telford, Shropshire Job Type Full Time - Permanent
Salary £24000 - £26000 per annum Sector IT

2nd Line IT Support Engineer

Reports To - IT Manager

Job Purpose

Provide Support to Users for any tickets escalated from 1st line. The 2nd Line Engineer will also implement infrastructure and support to projects when needed.

Key Responsibilities:

  • As well as being capable of all 1st line tasks a 2nd Line Engineer is expected to do the following;
  • Provide 1st line Engineers with support and escalation routes
  • Help retain ISO9001 by bringing reported changes to Support processes to the IT Manager
  • Be listed in the 24/7 on call rota to cover Incidents in 1st/2nd Line Role
  • Taking ownership of escalated 1st Line customer support tickets.
  • Undertake diagnosis of tickets obtaining all necessary information
  • Resolve customer issues within service level guidelines, escalating issues when appropriate to Senior 2nd Line Engineer or IT Manager
  • Creation of knowledge base items.
  • Ensure clear, timely and professional communication, with end Users
  • Logging and managing incidents and service requests
  • Windows Server Operating System Administration
  • Ensuring incidents and service requests are resolved or updated within the SLA's
  • Deploy Microsoft, Anti-Virus Updates and Patches
  • Ensuring the IT Manager is aware of any issues that need to be raised and escalated.
  • Administration of Windows Active Directory users, Group Policy, Monitoring of Domain health and maintenance of DNS records.
  • G Suite domain administration, organisation, license management
  • New starter deployment from request to induction of user
  • Asset Management - Monitor and keep records of our IT estate including licensing ready for IT Manager when needed.
  • Deal with users who may be frustrated by the support process, especially if they have come from an escalation
  • High Level of Active Directory administration experience
  • Group Policy administration
  • Fault resolution within SLA via Ticket 1st Response and closure.

Person Specification

  • Windows environment Administration (Server 2012/2016, Active Directory, Hyper-V).
  • Windows Desktop support (ideally Windows 7, 8 and 10), including upgrades and deployments.
  • Office 2013 and Google Docs, Sheets and gmail etc User support
  • Firewalls - administration & maintenance
  • Windows-based networking and troubleshooting, including an understanding of IP Communications, DHCP and DNS.
  • Antivirus Software such as Sophos, Avast etc
  • Administrator Qualification) would be an advantage.


  • 2 Years' Experience working in a team-oriented environment dealing with Network or desktop support
  • Email administration
  • Antivirus administration
  • Administration of Cloud based software systems
  • Google Apps Support


  • PC and Laptop hardware repairs
  • PC and Laptop Installation
  • PC and Laptop Configuration
  • Project Management exposure

Personal Qualities

  • Clear and concise communication both written and verbally
  • Flexibility to react quickly, reschedule and prioritise workload
  • Confident in assessing situations and taking decisions solely when unsupervised
  • Ability to present ideas clearly and concisely
  • Ability to effectively prioritize and execute tasks in a high-pressure environment

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Proftech Talent


Our aim is simple, to introduce great candidates to great clients We offer tailored permanent, temporary or contract recruitment solutions in Technical and Engineering Procurement and Supply Chain ...

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Sector Specialisms: Aerospace, Automotive, Construction / Architecture, Energy and Environment, Engineering, FMCG, Food Manufacturing, Health and Safety, Human Resources, Manufacturing/Production, Mechanical, Procurement, Project Management, Rail, Supply Chain, Technical, Utilities, Warehousing
Office Location: Pacific House, Relay Point, Tamworth B77 5PA
Phone Number: 01827 264 469