Location: Poole, Dorset (with occasional site visits)
Salary: Up to £32,000 per annum DOE + Profit Share + Benefits
The Opportunity
If you’re an experienced IT Support Engineer looking to join a collaborative, people-focused business where you can develop your technical skills across a broad range of technologies, this is a fantastic opportunity.
As the company continues to grow, they are looking for a 2nd Line Support Engineer to join their Helpdesk team. This is a role where you’ll gain exposure to a wide range of technologies across IT and telecoms, working closely with clients while developing your expertise in a supportive and forward-thinking environment.
You’ll be part of a company that values long-term development, encourages progression, and supports you in gaining industry‑recognised certifications.
Why This Role Stands Out
* Salary up to £32,000 per annum (depending on experience)
* Annual profit share through an Employee Ownership Trust
* Project‑related bonuses based on successful delivery outcomes
* Market‑leading, fully funded training and certifications (worth thousands)
* Clear career progression opportunities within a growing organisation
* Hybrid working model (to be discussed)
* 25 days annual leave plus bank holidays (increasing with service)
* Optional charity volunteering day
* Health and wellness programme
* Employee rewards platform
* Free on‑site parking
* TOIL or overtime pay for additional hours worked
* Modern office environment designed for productivity and collaboration
* Supportive, team‑oriented culture focused on delivering excellence
What the 2nd Line Support Engineer Will Do
As a 2nd Line Support Engineer, you’ll play a key role in delivering high‑quality IT support to a wide range of clients.
* Troubleshoot and resolve Helpdesk incidents across IT systems and services
* Provide end‑user support alongside back‑end troubleshooting (Microsoft 365, servers, networks)
* Manage and prioritise support requests via phone, email and ticketing systems
* Act as an escalation point for 1st Line Engineers and escalate complex issues where required
* Configure and maintain hardware, software and infrastructure environments
* Contribute to documentation, knowledge base improvements and overall service delivery
The Technology Environment & What You Need
This role will suit someone with a strong Helpdesk background who enjoys problem‑solving and working across multiple technologies.
* At least 2 years’ experience in an IT Helpdesk environment using a PSA/ITSM tool
* Strong knowledge of Microsoft 365 and Windows/MacOS environments
* Experience supporting server technologies (Active Directory, DNS, DHCP, Group Policy)
* Understanding of networking fundamentals (LAN, VPNs, routing, connectivity)
* Experience with remote support and monitoring tools (e.g. Datto RMM, TeamViewer)
* Strong communication, organisation and incident management skills
* Full UK driving licence
* Microsoft 365 certifications or working towards them
* Knowledge of Azure, firewalls or disaster recovery solutions
* Experience with VoIP systems and business connectivity
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