Job Description: 2nd Line Engineer
HQ: Oxford (2 days a week WFH)
Employment Type: Full Time
*All applicants must have the right to work in the UK*
*Must have full UK driving licence*
About the Company
Our client is a leading UK technology specialist. Known for their strong workplace culture, award‑winning teams, and commitment to employee development, they continue to achieve year‑on‑year growth across IT security, cloud and managed services. With multiple industry accolades, including repeated recognition as a top partner by major vendors, they place people at the heart of their success—celebrating achievement, supporting career progression, and fostering an environment in which individuals thrive.
Primary Purpose of the Role
This role sits within the Desktop Team, supporting a range of MSP clients. The successful candidate will diagnose and resolve IT issues, manage incident queues, and ensure consistent, high‑quality service delivery. You'll act as an escalation point for junior engineers and maintain strong communication with clients throughout the support lifecycle.
Key Responsibilities
1. Act as the initial point of contact for incoming support calls, emails, and remote sessions when required.
2. Serve as an escalation point for Apprentices and Tier 1 Engineers.
3. Log all suppo...