Desktop / Second Line Support Engineer (Level 2)
Location:
Onsite – Gloucester
Salary:
Up to £31,000 per annum
Hours:
Full-time, onsite
The role
We're looking for an experienced Second Line Support Engineer to join a small, friendly organisation within the education sector. This is a hands-on Level 2 position, ideal for someone who enjoys taking ownership of technical issues, working across systems and infrastructure, and acting as an escalation point for complex support queries.
You'll play a key role in maintaining and improving the IT environment, supporting users while also contributing to infrastructure, networking, and systems-related work. The role offers real autonomy and exposure across a broad IT estate.
What you'll be doing
* Acting as a Level 2 escalation point for technical issues beyond first-line resolution
* Providing advanced deskside and remote support to staff and delegates
* Diagnosing and resolving complex hardware, software, and connectivity issues
* Managing and progressing tickets through a helpdesk system, ensuring SLA adherence
* Supporting and administering a Microsoft-based environment:
* Windows OS
* Microsoft 365
* Active Directory
* SharePoint
* Installing, configuring, and maintaining IT hardware and software
* Supporting network infrastructure and troubleshooting networking issues (switches, cabling, connectivity)
* Assisting with system upgrades, patching, and ongoing IT improvement projects
* Maintaining IT documentation, asset registers, and standard operating procedures
* Managing IT assets throughout their lifecycle (build, deployment, replacement, disposal)
* Liaising with third-party suppliers and vendors where required
What we're looking for
* 2+ years' commercial IT support experience, operating at Level 2 or equivalent
* Comfortable owning issues end-to-end rather than passing them on
* Strong working knowledge of:
* Windows OS
* Microsoft 365
* Active Directory
* General networking principles
* Experience working in a mixed user-support and infrastructure-focused role
* Confident working independently and prioritising workload
* Clear communicator with a calm, methodical approach to problem-solving
* A practical, hands-on mindset with a willingness to get involved where needed
(Experience within the education sector is beneficial but not essential.)
What this role is
* A true Level 2 support role with technical depth and responsibility
* An opportunity to broaden skills across support, systems, and infrastructure
* A role with autonomy and visibility across the wider organisation
* A supportive environment that encourages learning and progression