At Red Rock, we believe that great IT support is built on trust, honesty, and clear communication. We don't just fix problems—we help our customers feel supported, informed, and confident in their technology. Our values are simple: keep things clear, be transparent, and always deliver with integrity.
We're looking for a 2nd Line Helpdesk Support Partner to join our growing team. This is a hands-on technical role, but just as importantly, it's about customer service. You'll be the trusted point of contact when issues need deeper expertise, ensuring solutions are delivered efficiently, clearly, and with care.
You'll work with 1st line engineers, 3rd line specialists, and suppliers, balancing problem-solving with proactive communication. From troubleshooting and upgrades to supporting customer projects, you'll be key to delivering the reliable and transparent service our customers value.
What You'll Do
* Resolve escalated helpdesk tickets (hardware, software, networking, and cloud services).
* Provide clear, simple updates to customers—no jargon, just honest communication.
* Carry out upgrades, installations, and configuration changes with minimal disruption.
* You will be required to lead, manage, and deliver projects effectively.
* Work closely with colleagues to ensure SLA compliance and a smooth handover between teams.
* Contribute to IT roadmaps and highlight opportunities for improvement.
* Maintain accurate documentation that others can easily understand and use.
What We're Looking For
* Previous experience in a 2nd line support or similar IT role.
* Strong troubleshooting skills across desktops, servers, networks, and cloud platforms (Microsoft 365/Azure experience a plus).
* A natural communicator who can explain technical issues simply and clearly.
* Someone comfortable working both in-office and on-site.
* Someone who values honesty, transparency, and customer-first service.
* Organised, reliable, and able to manage multiple tickets within SLAs.
* Experience with security practices (antivirus, patching, endpoint protection) would be an advantage.
Qualifications:
* Minimum of 3 years of experience in IT engineering or a similar role.
* Strong knowledge of network protocols, security, and infrastructure management.
* Proficiency in operating systems such as Windows, Linux, and macOS.
* Experience with virtualization technologies (e.g., VMware, Hyper-V).
* Familiarity with cloud computing platforms (e.g., AWS, Azure).
* Familiar with Intune Device Management and Entra ID
* Excellent communication and interpersonal skills. Both on the helpdesk and face-to-face.
* Relevant certifications (e.g., CCNA, CompTIA Network+, Microsoft Certifications) are a plus.
Preferred Skills:
* Experience with scripting and automation tools (e.g., PowerShell, CMD, Bash).
* Ability to manage multiple projects and priorities in a fast-paced environment.
* Strong analytical and problem-solving abilities.
What's In It For You:
* Competitive salary between £30k and £33k depending on experience
* 25 Days holiday per year excluding bank holidays
* Your birthday off in addition to your holiday entitlement
* Quarterly finance workshops and access to financial advice & planning
* Competitive pension scheme
* Rewards gateway and employee assistance programme
* Performance-based reviews.
* Opportunities for training, development, and career progression.
* A supportive, values-driven team environment where your voice matters.
* Flexible working options.
* The chance to build lasting customer relationships based on trust, simplicity, and transparency.
Job Types: Full-time, Permanent
Pay: £30,000.00-£33,000.00 per year
Benefits:
* Additional leave
* Casual dress
* Company events
* Company pension
* Enhanced maternity leave
* Enhanced paternity leave
* Financial planning services
* Flexitime
* Sick pay
Application question(s):
* Do you have both helpdesk and face to face customer service experience?
* Do you have experience in project delivery and implementation?
Experience:
* Help desk: 3 years (required)
Language:
* English (required)
Licence/Certification:
* Microsoft Certified: Power Platform Fundamentals (preferred)
Work Location: In person