Second Line Technical Support Engineer (Shift Patterns)
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Location: Chertsey, Surrey
Job Type: Full time
Contract Type: Permanent
Salary: c£30,000 - £40,000 Basic (depending on experience) + £4k Shift Allowance
Krome Technologies is a dynamic, people‑first technology consultancy delivering a wide portfolio of IT services and solutions across all industry sectors. Our core focus is assisting our clients with achieving their business goals through relevant and forward‑thinking technology solutions. With passion, integrity and a proven track record, we work with our clients as a trusted business partner, advising on how, with appropriate technology advancements, we can help achieve their current and projected business demands. Our talented people drive us forward, and we believe in encouraging a strong culture of community, confidence and integrity.
The Role
An excellent opportunity has emerged for a Second Line IT Support Engineer to join our 24x7 technical support team. The successful candidate will have an existing track record working in a similar role and knowledge of the Microsoft software stack, Windows Server 2016+, Hyper‑V, VMware & Microsoft RDS. A good understanding of networking including troubleshooting would also be highly advantageous.
We are looking for professional qualifications in areas such as Microsoft, Cisco, VMware or Palo Alto Networks. The role includes shift patterns to cover our 24/7 helpdesk, the shift pattern is planned as a block of 4 days or 4 nights of work, followed by a block of 4 days of rest. A shift is 08:00–20:00 or 20:00–08:00. The role is based at Krome HQ in Chertsey. Some second‑line duties are field‑based, so availability to work in Chertsey and to travel to London and other client locations is required.
Responsibilities
* Troubleshooting hardware or software problems escalated from 1st line
* Investigating security alerts
* Working with internal teams to manage IT infrastructure and keep it up to date
* Maintaining knowledge base and contributing to process/technical documentation
* Following SLAs and tracking ticket resolution metrics
Requirements
* At least two years of experience in a similar role
* Experience of some or all of the following: Microsoft Windows Desktop / Server Operating Systems, MS Office Suite & M365, Exchange, Teams Telephony, Active Directory, Firewalls (Palo Alto), VMware vSphere, Hyper‑V, SAN, Citrix, SQL Server, Aruba/Extreme Wireless, PRTG network monitoring
* Virtualisation practices from a build, install, configure level through to standard support
* A good grasp of TCP/IP networking
* The ability to install and decommission a range of hardware including laptops, printers, PCs, monitors, servers and network equipment
* Great communication skills (in person and via telephone), excellent written and spoken English
* Personable, able to build rapport with a team of IT technicians, integrated within both the Krome technical team and client IT departments
* Must be capable of learning a new customer network rapidly; training and time will be given but the ability to learn and adapt quickly is a must
* Strong attention to detail, punctual and thorough worker
* Strong academic background: a Bachelors degree or related IT qualifications would be highly desirable but not essential
* UK Driving Licence essential
* Shift patterns will vary between 08:00–20:00 or 20:00–08:00 with a 2‑hour break
The Package
c£30,000 – £40,000 Basic (depending on experience) + £4k Shift Allowance
Benefits
* 4% Employer Pension Contribution
* Flexible Annual Leave Package (25 days, increasing with Length of Service)
* Employee Assistance Programme
* Private Medical Insurance (applicable after 5 years service)
* Learning and Development Programme, aimed to support Career Progression
* Monthly Employee Recognition Awards (Extra Days Holiday or Amazon voucher rewards)
* Long Service Recognition Awards for 5, 10, 15 years+
* Complimentary Breakfast (8-9am Mon‑Fri)
* Complimentary Tea/Coffee and Fresh Fruit available all‑day
* Fully stocked soft drinks/beer/wine fridge for Friday after‑work drinks
* Discounted corporate gym membership
* Cycle to Work scheme
* Shower facilities
* Free private car park
* Staff break‑out room with pool table
* Modern, open‑plan office environment
* Regular company‑funded social events
* Company‑funded voluntary participation in charity events
* Electric vehicle charging points available at our Chertsey head office
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