2nd Line ICT Support Engineer

IT SupportEngineer(2ndLine) This roleprovides technical support across customer environments, acting as an escalation point for issues that cannot be resolved by the Service Desk. The role focuses primarily on business-as-usual (BAU) support and project delivery, ensuring customer infrastructure and services remain stable, secure and well maintained. As the organisation also delivers hosted telecoms services, the role may occasionally involve assisting with VoIP-related troubleshooting where network or infrastructure configuration impacts service performance. Technical Support Diagnose and resolve technical issues escalated by the Service Desk. Carry out root cause analysis and implement preventative actions where recurring problems are identified. Provide remote and occasional on-site technical support where required. Project Delivery Participate in the delivery of infrastructure and system deployment projects. Support planning, testing and implementation activities for infrastructure upgrades and migrations. Carry out project tasks including system configuration, deployments and customer onboarding activities. Work with internal teams and suppliers to ensure projects are delivered successfully. Networking and Connectivity Troubleshoot networking issues affecting customer infrastructure and services. Investigate problems involving switching, routing, wireless connectivity and firewall configuration. Assist with configuration and support of managed firewall platforms including VPN connectivity and security policies. Use diagnostic tools and monitoring systems to identify network performance issues Assist with troubleshooting of hosted VoIP services where infrastructure or network issues impact performance. Investigate connectivity or configuration issues affecting voice services when required. Maintain accurate technical documentation including configuration records, network diagrams and operational procedures. Strong knowledge of networking concepts including VLANs, switching, routing and wireless infrastructure. Solid experience supporting Windows operating systems, Windows Server and Active Directory environments. Experience using monitoring tools and diagnostic utilities to investigate technical issues. Understanding of IT security best practices including patching, access control and endpoint protection. In return for your hard work we offer a competitive salary and benefits package, to include:~23 days holiday rising to 28, plus bank holidays~ Pension Scheme~ Voucher and discount hub~ Cycle to work scheme~ Free Parking~ Ability to work from home…