Clearance Requirement: Must be eligible for and able to obtain UK Eyes Only (SC/DV) Security Clearance. Role Overview At Netsense, we live by the motto "IT Simplified". As an On-Site 2nd Line Support Engineer, you are the primary point of contact for resolving technical hurdles and managing the daily flow of the Service Desk, together with visiting clients on a regular basis. While we value efficiency through automation, your core mission is to provide high-quality, face-to-face and telephone support and ensure that every ticket is handled with precision, compliance, and a "security-first" mindset. Key Responsibilities * Service Desk Management: Act as the primary escalation point for 1st Line, resolving complex tickets involving Windows Server, networking, and Microsoft 365. * On-Site Troubleshooting: Provide direct, hands-on support for hardware, networking (VLANs, VPNs, Firewalls), and VOIP systems. * Workflow Coordination: Ensure the ConnectWise Manage (PSA) board is organized, prioritized, and that all service delivery meets our internal standards. * Compliance & Documentation: Maintain impeccable records of all physical and digital changes, providing the evidence required for ISO 27001 and Cyber Essentials. * Targeted Automation: Identify repetitive Service Desk tasks and utilize PowerShell or Rewst to create simple, effective scripts that assist the team in daily operations. * Infrast...