2nd Line Support Engineer

DevOps, Networks & Cybersecurity
Job type
Ipswich (Hybrid working)
£28,000 - £30,000
Job role

As a 2nd Line Support Engineer, you will play a crucial role in providing technical support and maintaining our company’s IT infrastructure. You will be responsible for assisting end-users with IT-related issues, troubleshooting software and hardware problems, and ensuring that all incidents and service requests are resolved in a timely and efficient manner.


  • Provide second-line technical support via phone, email, and in-person to end-users, resolving complex technical issues efficiently.
  • Analyze and troubleshoot hardware, software, and network-related problems.
  • Escalate unresolved issues to the appropriate IT teams and ensure timely resolution.
  • Document and maintain accurate records of all incidents, service requests, and solutions provided.
  • Collaborate with the IT team to develop and implement solutions, system enhancements, and process improvements.
  • Ensure compliance with company policies, procedures, and security protocols.
  • Assist in the deployment and maintenance of IT infrastructure and equipment.
  • Conduct regular user training sessions to enhance end-user knowledge and productivity.
  • Stay up-to-date with industry trends, new technologies, and best practices related to IT service management.


  • Proven experience as a 2nd Line Support Engineer or similar role.
  • Strong technical knowledge of Windows operating systems, Microsoft Office Suite, and various hardware components.
  • Excellent troubleshooting and problem-solving skills.
  • Familiarity with remote support tools and ticketing systems.
  • Knowledge of Active Directory, Group Policy, and network protocols.
  • Ability to communicate effectively with technical and non-technical individuals.
  • Exceptional customer service and interpersonal skills.
  • Strong organizational skills and ability to prioritize tasks in a fast-paced environment.
  • IT certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL Foundation would be advantageous.
  • Bachelor’s degree in Information Technology or a related field (preferred).

Join my clients team and enjoy a challenging and rewarding career with opportunities for professional growth and development. We offer a competitive salary, comprehensive benefits package, and a supportive work environment.

  • Childcare Vouchers
  • Contributory Pension Scheme
  • Flexitime
  • Funded Technical Training
  • Mobile

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