Full-Time Helpdesk IT Support Engineer (2nd Line)
Oxfordshire (Hybrid – home and office based, with occasional travel to client sites and training venues)
£20,000 – £28,000 DOE
About the Company
Our client is an established IT solutions provider supporting Small to Medium Enterprises across Oxfordshire and the Thames Valley. They deliver a broad range of managed IT services, including network security, email systems, cloud solutions, and multi-site infrastructure support. They are known for providing high levels of technical expertise and excellent customer service.
The Role
Due to continued growth, our client is looking to recruit a 2nd Line Helpdesk IT Support Engineer to join their internal support team.
This is a varied role involving fault diagnosis, troubleshooting, and resolution across a wide range of technologies including internet connectivity, Microsoft environments, email platforms, antivirus, firewalls, and server infrastructure.
The support team also assists with technical pre-sales enquiries, offering excellent exposure across multiple areas of IT.
Key Responsibilities
Provide remote support to customers via phone, email, and remote access tools
Handle IT administration tasks and routine system maintenance
Take ownership of support tickets and keep customers updated throughout resolution
Diagnose and resolve technical issues, escalating where appropriate
Manage general customer enquiries efficiently and professionally
Liaise with third-party suppliers and service providers
Produce reports for both clients and internal managementAbout You
You will be a strong communicator who enjoys working as part of a close-knit team while also managing your own workload effectively.
You should be enthusiastic, proactive, and highly organised, with strong troubleshooting skills and a genuine passion for IT and ongoing professional development.
Education / Qualifications
Minimum of 5 GCSEs
2 A-Level passes (or equivalent)
Further education, qualifications, or training in IT would be advantageousSkills & Experience Required
Previous experience providing IT support, ideally within a helpdesk or MSP environment
Strong technical knowledge of Microsoft Windows Desktop, Office, and Server platforms
Excellent written and verbal communication skills
Strong problem-solving and diagnostic abilities
Good prioritisation and time management skills
Self-motivated with a professional attitude
Willingness to learn new technologies and expand technical knowledge
Experience producing reports and documentationDesirable Technical Experience
Desktop
Windows 10 & 11 Professional
Microsoft Office Applications
Microsoft 365 / Office 365
Microsoft Intune
macOS
Apple iOS
Antivirus, EDR & XDR solutions
SaaS Backup ServicesServer
Windows Server 2016–2025
Microsoft Azure
Hosted Microsoft Exchange
Remote Desktop Services
VMware
Backup technologies including Datto, Veeam, and similar platformsNetworking
Switches, routers, and wireless infrastructure
Firewall appliances (e.g. WatchGuard)
Internet connectivity troubleshooting
IPSec and SSL VPNs
DNS and DHCPThis is an excellent opportunity for someone looking to develop their career within a growing MSP environment, gaining exposure to a broad range of technologies and clients.
To apply call Kylie on or call on (phone number removed)