Back to Job Search

2nd Line Support

About the role

2nd Line Technical Support

Do you want to work for a company whose main focus is to help their customers build a better business by blending technology and strategy?

The Client is looking for a Service Desk Engineer - 2nd Line to join our Managed Services department, you will be assisting both clients and colleagues with complex technical issues. This role consists of shift work: Mon-Fri 8 hour shifts between 7am – 11pm on rotation with 1 weekend in 6 covered.

Main Duties and Responsibilities:

  • Be technical escalation for 1st line support

  • Adhere to ITIL service management principles

  • Provide 2nd line technical support to colleagues and customers

  • Escalate to 3rd line support where required

  • Ensure timely resolution and regular communication to customers throughout ownership

  • Help design, implement, test and document new processes

  • Support colleagues by way of coaching and knowledge transfer

Knowledge, Skills and Experience Required:

  • ​Windows 10 & 11

  • macOS

  • Windows Server (incl. Server Core)

  • OpenSUSE / RHE Linux

  • Microsoft SQL Server

  • Active Directory (Group Policy/Login Scripts/FSMO) / LDAP / Kerberos

  • Exchange 2013+

  • TCP/IP Stack / DHCP / DNS / WLAN / SD-WAN / VLANs / Cisco IOS

  • NAS / SAN Storage Infrastructure such as DataCore

  • Remote Desktop Services/Citrix

  • Endpoint Management/MDM such as SCCM/Intune

  • SharePoint

  • Microsoft 365 Administration

  • Skype for Business/Microsoft Teams/Mitel

  • Veeam/Backup Exec

  • MDM Solutions such as AirWatch/Intune

  • VI Solutions such as VMware / Nutanix / Hyper-V

  • Microsoft Azure / AWS

  • PowerShell

If this sounds like a role for you, then send across your application and a member of our team will be in touch.

Similar Jobs

View All Jobs
3rd Line Technical Support

An IT Solutions Provider with offices in the UK and Australia have a newly created and exciting role working between their digital and technology divisions. As a Service Desk Engineer 3rd Line Supp...

Application Support Analyst
Newcastle upon Tyne£28,000

Do you want to work with a client base across the US, Asia and Australia? Do you want to work with cutting-edge technology? We’re working exclusively with a client who are new to the North East and...

Infrastructure Support Engineer
Newcastle upon TyneUp to £45,000

As an Infrastructure Support Engineer, you’ll be delivering a world-class service to major clients, supporting applications, platforms and Azure infrastructure. This is a great opportunity to work ...

Telecoms Support Engineer
GatesheadUp to £40,000

A fast-growing people-focused IT company in the UK are currently looking for a Telecoms Support Engineer to join their team. The role is based out of their Gateshead Head Office however you may be ...

Senior Server Support Engineer

Senior Server Support Engineer We’re looking for a Server Support Engineer with a strong technical background with a solid experience in technical support. The Server Support Engineer will be respo...

Communications & Marketing Executive

NRG is delighted to be working with one of Europe’s largest employers’ associations looking to recruit a Communications and Marketing Executive. The role is based in Durham with hybrid working avai...

Infrastructure Engineer
GatesheadUpto £45,000

Established in 2006, one of the fastest-growing IT companies in the UK is looking for an Infrastructure Engineer to join their team in Gateshead.  They’re a people-focused business, employing over ...

Lead Cloud Engineer

As one of the fastest growing IT companies in the UK, our client is looking to add an experienced Cloud Engineer to their Cloud Support Team. Working in a flexible, fast-paced environment, surround...

Trade Marketing Executive
Sunderland£24,000 - £26,000

The leading manufacturer of shower pumps and water-boosting solutions are looking for a Trade Marketing Executive to join their team. This role is based in Sunderland. Role The role will involve th...

MES Technician

Manufacturing Execution Software (MES) Technician About the role A well-established company based in Sunderland are looking for an MES Technician to ensure that their Manufacturing Software Applica...

Monitoring Analyst
Newcastle upon Tyne£25,000

Do you have hands on experience working within IT Support? Do you want to work for one of the UK's leading hybrid cloud specialists, providing trusted cloud, colocation and networking services with...

Marketing Assistant
Newcastle upon Tyne£25,000 - £27,000Permanent

A Further Education college is looking for a Marketing Assistant to join their growing team based out of Gateshead and with hybrid working available. Role This role is ideal for someone with some m...