Job Description

2nd Line IT Support Engineer

£30,000 £35,000
Basildon

Are you an experienced IT Support Engineer ready to take the next step? Do you enjoy switching between hands-on technical work and face-to-face support? Want a role where you’re not glued to a chair all day, and instead get out on-site solving real-world issues? This could be the one that fits.

About the role

Your day-to-day will revolve around providing solid 2nd line technical support both remotely and out in the field. Some issues can be resolved over the phone or via remote tools, but others need a pair of eyes (and hands) on-site, so you’ll regularly visit client premises to tackle more stubborn problems, install equipment, or complete network/server work that can’t be done remotely.

You’ll handle escalations from the 1st line team, troubleshoot everything from desktops and networking through to cloud-based systems, and help identify recurring issues that could be resolved before they become bigger problems. If you like variety one day out on the road, the next diving into server issues you’ll fit in well.

About the client

This is a long-standing, independently owned IT services company based in Basildon. The team may be small, but their reputation is anything but built on reliability, straightforward communication, and long-standing client relationships.

There’s no corporate noise or unnecessary layers of management here. Just a team that takes pride in doing things properly and supporting each other along the way. If you prefer a workplace where you’re trusted to get on with your job and can see the impact of what you do, you’ll feel at home.

Working hours

• Monday to Friday

• 9:00am 5:30pm

Key duties

• Handling escalated 2nd line support tickets

• Resolving issues via phone, remote access tools and on-site at client locations.

• Installing and configuring hardware, networking equipment and software during scheduled field visits.

• Supporting Office 365, Azure and other cloud technologies.

• Troubleshooting and resolving the isssues

• Identifying recurring issues and feeding into process or system improvements.

Key requirements

• Strong experience in a 2nd Line Support or similar technical support role.

• Confident troubleshooting Windows OS, Office 365, printers, networks and general infrastructure.

• Comfortable working across both hardware and cloud-based environments.

• Good communication skills, especially when working face-to-face on-site.

• Ability to manage multiple tasks and prioritise effectively.

• A proactive, curious attitude someone who enjoys working things out properly.

• Full UK driving licence preferred (fieldwork required).