Job Description

Join our Team as a 2nd Line Engineer!

Location: Whiteley, Fareham

Salary: £28,000-£32,000 Per Annum

Hours: 37.5 hours a week between 8:00am- 6:00pm Monday to Friday

About the role:

Step into a dynamic, client‑facing position where no two days look the same. As a 2nd Line Engineer you’ll be the go‑to technical expert providing seamless onsite and remote support across a variety of customer environments. You’ll cover absence and leave for other engineers, tackle scheduled maintenance, and deliver hands‑on project work, all while keeping systems running smoothly and customers feeling supported. If you thrive on variety, autonomy, and solving real‑world IT challenges, this role puts you right at the heart of the action.

What makes you a great fit:

• Full UK driving licence (essential)

• GCSE Level 4+ in Maths and English

• Desirable: ITIL Foundation, MCP/MCSA or other vendor‑led certification

• Outstanding customer care, communication, and active listening

• Confident working in a fast‑moving environment with shifting priorities

• Solid understanding of MSP operations; outsource experience beneficial

• Familiar with Microsoft technologies including Office 365, Azure, Windows 7–11, Server 2012–2025, AD, Exchange, Hyper‑V, SQL Server

• Experience with VoIP telephony (hosted and on‑premise)

• Good numerical, literacy, and general computer skills

• A team player with a can‑do attitude and strong business awareness

• Self‑starter with excellent time management

• Able to maintain confidentiality and professionalism

• Strong analytical and problem‑solving skills

Key responsibilities:

• Provide roaming onsite and remote cover for Outsource Engineers

• Carry out scheduled maintenance visits for non‑Outsource customers

• Deliver small onsite projects including PC installs, network hardware setups and office moves

• Maintain accurate customer documentation

• Manage your own schedule and keep the PSA calendar updated

• Monitor, categorise and prioritise incoming tickets

• Communicate with customers on progress, changes and planned outages

• Resolve or escalate issues within agreed SLAs

• Support a wide range of customer line‑of‑business applications

• Provide IT support across Microsoft technologies and virtual environments (Microsoft, VMware, Citrix)

• Deliver network‑level support including WAN/LAN, routers, firewalls and security

• Implement and support VPN and Remote Desktop Services

• Support VoIP telephony solutions

• Diagnose and repair hardware faults

• Record time and expenses accurately in the PSA system

Perks for our People:

• Holidays 25 days + bank holidays and buy/sell options

• Other Leave Birthday day off, 12 paid hours for flexible use, Volunteer day

• Lifestyle 9% combined pension contribution and 4x salary life assurance

• Rewards Quarterly and annual employee awards, discounts on tech

• Socials All-expenses-paid company events

• Development In-House Training Academy

• Wellbeing 24/7 access to mental health support, Calm App, discounted gym membership, free breakfast & fresh fruit, eye-care vouchers, financial wellbeing support

Who we are:

Matrix is part of the Onecom Group. Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.

ED&I:

We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.