2nd Line IT Support Engineer

Macclesfield, England, gb

2nd Line IT Support Engineer required for a growing IT Support business based in Macclesfield. The 2nd Line Support Technician will focus on escalated support cases. The successful person will have been in IT support for at least a couple of years and will have a genuine passion for tech and customer service. You will need to drive and have access to a vehicle for work purposes as this role will involve on site customer visits across the North West. You must be confident supporting Microsoft Office 365 and desktop support and have an understanding of server and client set ups, along with TCP/IP Networking principles for troubleshooting purposes.
Salary will be up to £35k, dependent upon experience, and the business offer enhanced holidays and free parking.

What will you be doing as a 2nd Line Support Engineer?

  • As a 2nd Line Support Engineer, you will support managed services clients by resolving hardware, software, and network issues
  • You will interact directly with clients to ensure minimal disruption to their business operations, maintaining high-quality IT support services and fostering trust and reliability
  • You will handle queries and problems across technologies such as Microsoft 365, network issues, virtual machines, remote desktop, Windows Server, and internet connectivity
  • Office 365 user management
  • Desktop/server troubleshooting and support
  • Resolving complex tickets in a timely manner
  • Maintain accurate issue tracking
  • Deliver high-quality customer service and follow-up
  • Diagnose and resolve technical issues quickly
  • Conduct client site visits
  • Document solutions to build an IT knowledge base


    • We would LOVE to hear from you if you have the following skills and experience:

  • Proven experience working within an IT support role, preferably at 2nd line level
  • Must be confident supporting Microsoft Office 365 and desktop support
  • Understanding of server and client set ups
  • Understanding of TCP/IP Networking principles for troubleshooting purposes
  • Experience in using remote access tools
  • Must have excellent technical knowledge or PCs and desktop hardware
  • You must be a driver for this role, with access to a vehicle for work purposes
  • Excellent communication and organisational skills
  • Passion to provide excellent customer service and enjoy on site visits with clients


    • What will you get in return for your work as a 2nd Line Support Engineer?

  • Salary of circa £35,000pa, depending on experience
  • 25 days holiday + bank holidays
  • Free Parking
  • Perkbox
  • Excellent career progression available

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