Location: Littlehampton, West Sussex (Hybrid: Home, Client Sites)
Salary: £33,000 – £36,000 (Depending on Experience)
Job Type: Full-time, Permanent (37.5 hours/week, rota between 8:00am – 5:30pm)
About Us
Fentons Business IT Solutions is a leading Managed IT Service Provider supporting clients across Sussex, Kent, and Hampshire. We pride ourselves on delivering a premium support experience and building long-term client relationships.
The Role
We are seeking a proactive and skilled 2nd Line IT Support Engineer to join our growing team. You will resolve escalated technical issues, support a range of client environments, and contribute to continuous service improvement. This is a hands‑on role requiring strong troubleshooting skills, clear communication, and a passion for technology.
Key Responsibilities3>
* Respond to and resolve 2nd line tickets escalated from the service desk team.
* Diagnose and fix issues across desktop, server, network, and cloud environments.
* Escalate unresolved or complex issues to 3rd line or specialist as needed.
* Maintain accurate ticket notes and ensure timely updates to clients.
* Communicate clearly and professionally with clients to manage expectations and provide updates.
* Support client onboarding and project work as required.
* Contribute to a positive client experience through consistent and reliable service.
* Update internal and client documentation to reflect changes and resolutions.
* Provide informal mentoring and guidance to 1st line engineers.
* Participate in team meetings and contribute to service desk performance goals.
* Accurately document troubleshooting steps, solutions, and contribute to the knowledge base.
* Ensure accurate time recording and activity logging for all work performed.
* Travel to and from client sites as required.
Key Skills & Experience
* Minimum 4 years’ experience in IT support, ideally within a Managed Service Provider (MSP) environment.
* Excellent customer service and telephone manner.
* Strong troubleshooting skills across Windows desktop and server environments.
* Organised and able to manage multiple tasks effectively.
* Ability to learn quickly and adapt to changing requirements.
* Professional communication skills, both written and verbal.
* Passion and drive for IT technology and solutions.
* Full UK driving licence and own reliable transport.
Technical Skills Required
* Windows Server 2016/2019/2022
* Windows 11
* Active Directory, DNS, VPN, TCP/IP, Group Policy
* Hyper‑V, RDS/Terminal Services
* Networking fundamentals: Routing, Switching, Firewalls
* VoIP
* Experience with cloud platforms (e.g., Azure)
* Experience with Mac OS
* Familiarity with Autotask or similar ticketing systems, and RMM tools
* Microsoft certifications (e.g., MCSA) or equivalent
* Extra day off to enjoy your birthday
* Performance‑related bonus scheme
* Team (paid for) social events
* Relaxed and friendly atmosphere, with a professional approach
* Flexibility to work from home (high‑spec IT equipment provided)
* Highly experienced team for support and development
* Increased holiday with length of service
* Highly competitive pay with annual salary reviews
* Training and learning development with qualification support
How to Apply
If you are passionate about IT, thrive on solving problems, and want to be part of a supportive and dedicated team, we’d love to hear from you. Please upload your CV below.
Apply for this role
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