Overview
Our client is looking for an experienced and highly capable 2nd/3rd Line IT Support Engineer to join our technical services team. This role is ideal for someone who thrives on solving complex issues, enjoys working with a wide range of technologies, and can take ownership of high‑priority incidents and projects. You’ll act as an escalation point for 1st/2nd line engineers while contributing to the stability, security, and continuous improvement of our Customer’s IT environment. The role will be office based in Hull, with some travel to Customer sites as required.
Key Responsibilities
* Provide advanced troubleshooting and resolution for escalated incidents, service requests, and problem tickets.
* Manage and maintain Customer core infrastructure, including servers, virtualisation platforms, storage, and networking.
* Lead root‑cause analysis for recurring issues and implement long‑term fixes.
* Support and maintain Microsoft 365, Azure AD, and on‑prem Active Directory environments.
* Administer and optimise Windows Server environments (DNS, DHCP, Group Policy, file/print services).
* Oversee patching, updates, and system hardening across the estate.
* Deploy, configure, and maintain network equipment (firewalls, switches, VPNs).
* Contribute to IT projects such as migrations, upgrades, and new system implementations.
* Create and maintain technical documentation, knowledge base articles, and configuration records.
* Mentor junior engineers and provide guidance to 1st/2nd line engineers.
* Ensure Customer systems meet security, compliance, and operational standards.
Essential Skills & Experience
* At least 5 years proven IT experience with at least 1 in a senior technical support role.
* Strong knowledge of Windows operating systems (Server and Desktop), Active Directory, Group Policy, and DNS/DHCP.
* Hands‑on experience with virtualisation technologies (Hyper‑V).
* Solid understanding of Microsoft 365, Exchange Online, SharePoint, and Teams.
* Solid understanding of common IT hardware and devices, including internal components.
* Experience with Azure AD, identity management, and hybrid environments.
* Strong networking knowledge (TCP/IP, VLANs, routing, firewalls, VPNs).
* Ability to diagnose and resolve complex technical issues independently.
* Experience with backup solutions, disaster recovery, and business continuity.
* Experience with Antivirus and Email Security products.
* Excellent communication skills and the ability to work under pressure.
Desirable Skills
* Experience with other operating systems such as IOS, Android, MacOS.
* Experience of working with line of business applications such as Sage, Xero.
* Experience of working with VOIP telephony
* Experience of working with Ubiquiti and Sonicwall devices.
* Experience with monitoring tools
* Knowledge of ITIL processes.
* Relevant certifications such as Microsoft, Cisco, CompTIA.
Personal Attributes
* Analytical thinker with a methodical approach to problem‑solving.
* Self‑motivated, proactive, and able to take ownership of tasks.
* Strong customer‑service mindset with the ability to communicate technical concepts clearly.
* Team player who enjoys collaborating and supporting colleagues.
* Must have an interest/desire to keep up to date with the latest ever‑changing technology.
* Must have a full clean UK driving license.
* Must live locally to Hull and the surrounding villages and be able to reliably commute to the office.
What We Offer
* Competitive salary based on experience.
* Opportunities for training, certification.
* A supportive team environment with exposure to modern technologies.
* Free onsite parking.
* Use of a Company vehicle and mobile phone.
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