{ “@context”: “http://schema.org”, “@type”: “JobPosting”, “title”: “Second Line Support Engineer”, “description”: “
2nd Line Support Engineer – Full Time Role – Up to £40,000
Overview
A growing technology services provider is seeking a 2nd Line Support Engineer to deliver remote support services to a wide client base. This role is central to maintaining high service standards, resolving technical issues efficiently, and ensuring excellent customer experience across all interactions.
Key Responsibilities
- Deliver 2nd line remote support to contracted and non-contracted clients
- Manage incidents and service requests through an ITSM system, ensuring accurate logging and updates
- Troubleshoot and resolve desktop, server, and network issues
- Administer and support Microsoft 365 and Azure environments
- Ensure all service delivery meets agreed SLAs and performance targets
- Escalate unresolved issues to appropriate teams in a timely manner
- Support remote installations, configurations, and service requests
- Act as a point of guidance and escalation for junior team members
- Recommend improvements to processes, technologies, and service delivery
Requirements
- Proven experience in a 2nd line support or similar technical role
- Strong troubleshooting skills across desktop, server, and network environments
- Good working knowledge of Microsoft 365, Azure, and general cloud technologies
- Solid understanding of infrastructure, including networking, virtualisation, and security
- Ability to manage multiple tickets and prioritise workload effectively
- Strong communication and customer service skills
- Ability to work under pressure and make sound technical decisions
- Team-oriented with a proactive and reliable approach
Desirable
- Networking or security certifications
- Microsoft certifications (e.g. Azure, Security, Modern Workplace)
- ITIL Foundation
- Customer service-related qualifications
Package
- 24–30 days holiday + bank holidays
- Private healthcare & death in service cover
- Pension scheme
- Mileage reimbursement for business travel
- £500 home working allowance
- Ongoing training and development opportunities
Company: Robertson Sumner
Location: Basildon
Job Description:
2nd Line Support Engineer – Full Time Role – Up to £40,000
Overview
A growing technology services provider is seeking a 2nd Line Support Engineer to deliver remote support services to a wide client base. This role is central to maintaining high service standards, resolving technical issues efficiently, and ensuring excellent customer experience across all interactions.
Key Responsibilities
- Deliver 2nd line remote support to contracted and non-contracted clients
- Manage incidents and service requests through an ITSM system, ensuring accurate logging and updates
- Troubleshoot and resolve desktop, server, and network issues
- Administer and support Microsoft 365 and Azure environments
- Ensure all service delivery meets agreed SLAs and performance targets
- Escalate unresolved issues to appropriate teams in a timely manner
- Support remote installations, configurations, and service requests
- Act as a point of guidance and escalation for junior team members
- Recommend improvements to processes, technologies, and service delivery
Requirements
- Proven experience in a 2nd line support or similar technical role
- Strong troubleshooting skills across desktop, server, and network environments
- Good working knowledge of Microsoft 365, Azure, and general cloud technologies
- Solid understanding of infrastructure, including networking, virtualisation, and security
- Ability to manage multiple tickets and prioritise workload effectively
- Strong communication and customer service skills
- Ability to work under pressure and make sound technical decisions
- Team-oriented with a proactive and reliable approach
Desirable
- Networking or security certifications
- Microsoft certifications (e.g. Azure, Security, Modern Workplace)
- ITIL Foundation
- Customer service-related qualifications
Package
- 24–30 days holiday + bank holidays
- Private healthcare & death in service cover
- Pension scheme
- Mileage reimbursement for business travel
- £500 home working allowance
- Ongoing training and development opportunities
…
Posted: May 20th, 2026