Second Line IT Engineer

Are you a technically strong IT professional who thrives on solving complex problems and delivering excellent client experiences? If so, this could be the role for you.

In this role, you will be part of the second line technical support team, taking ownership of escalated issues, supporting client IT systems, and delivering small to mid-sized projects independently. You will work closely with clients and internal colleagues, making a real difference to the service experience of our customers across our managed properties

.
Key Responsibiliti

• esResolve escalated technical issues end-to-end, collaborating with wider technical, account, and operations colleagues as need
• edCarry out server software installations, updates, and configuration across client environmen
• tsDeliver small to mid-sized development projects independently, and contribute to larger initiatives alongside senior colleagu
• esAttend client sites across the UK for on-site work and urgent fixes as the primary resource, with the expectation of regular national travel and the potential for travel throughout the EU (a valid driving licence and access to a car with business insurance is require
• d)Maintain accurate records within the ticketing system, ensuring all actions, notes, and time are logged correct
• lySupport clients with information requests, audit queries, and ISO certification requiremen
• tsCreate and maintain technical documentation and contribute to system-wide infrastructure decisio
• nsSupport client relationship management alongside the Customer Success Management te
• amAct as additional resource for inbound calls when the first line team is unavailab

le
About

You
Essen

• tialStrong working knowledge of Microsoft Windows Server and Active Direc
• toryGood experience with SSL/TLS certificates, including acquisition, renewal, and installa
• tionGood knowledge of Microsoft 365, MikroTik, UniFi, and Cisco Routers, and network switches (HP, MikroTik, or Ci
• sco)Good knowledge of Wireless Access Points (MikroTik, Unifi, or Ci
• sco)Ability to troubleshoot issues methodically, with strong attention to detail and excellent time manage
• mentExperience in a customer-facing role with clear and professional written and verbal communication sk
• illsA collaborative, team-oriented approach with a genuine commitment to delivering high-quality outc
• omesStrong practical experience with the Secure Shell (SSH) protocol and remote server management, including key-based authentication, session management, and SSH tunnelling/port forwarding in a production environ
• mentExperienced in the optimisation and maintenance of server infrastructure and virtualisation platf

orms
Desi

• rableExperience in an MSP or similar enviro
• nmentAdditional European lang
• uagesProactive attitude and a drive to take initi
• ativeStakeholder awareness and an understanding of client and business prior
• itiesProject delivery experience and a continuous learning mi