Role: 2nd Line Support Engineer
Location: Doncaster 3 days p/week onsite - you should be commutable to Doncaster for at least 3 days p/week for this role
Contract Type: Permanent
Overview:
We're hiring a 2nd Line Support Engineer for a busy environment. You'll be the escalation point for 1st Line Engineers, handling technical issues across a wide range of IT systems and services. This is a hands-on support role with a mix of remote troubleshooting, customer comms, and documentation. Ideal for someone who’s sharp on detail, calm under pressure, and comfortable with multiple technologies.
Key Responsibilities:
* Handle escalated tickets from 1st line and work them through to resolution
* Prioritise and manage multiple issues to meet SLAs
* Provide desktop, server, network, and cloud support
* Keep customers updated throughout the ticket lifecycle
* Maintain accurate records in the service management system
* Liaise with 3rd parties where needed and ensure SLAs are met
* Share fixes and updates with the wider team
Required Experience:
* 3+ years in a Service Desk or Helpdesk role
* Strong knowledge of Windows OS (7–11), Windows Server, and Exchange
* Solid troubleshooting skills across networks (LAN/VLAN/WAN/Wi-Fi/VPN)
* Experience with VMware/Hyper-V and remote desktop tools (e.g., Citrix)
* Confident working with firewalls, antivirus, and cyber security tools
* Exposure to backup/monitoring tools (e.g., Datto, PRTG)
* VOIP and telephony support
* MSP background and/or education sector experience a bonus
Skills:
* Customer-focused with a clear and professional phone manner
* Strong communicator, both written and verbal
* Able to work under pressure and switch tasks as needed
* Proactive and takes ownership of tickets from start to finish
If this sounds like you please apply now for a confidential chat, thanks!