About the role

Job Title: 2nd Line Engineer (Temporary, Full-Time)
Location: Gateshead
Hours: 8:30am – 5:00pm, Monday to Friday
Contract: Temporary

We're representing a client seeking a skilled 2nd Line Engineer for a full-time temporary position. You'll act as a key escalation point for 1st Line support, resolving more complex technical issues and contributing to knowledge-sharing across the team.

The ideal candidate will be confident handling technical escalations, identifying areas for automation and improvement, and ensuring a high-quality customer experience throughout. You’ll work closely with remote engineers and specialist teams, with strong communication and documentation skills being essential.

Key Responsibilities:

• Resolve technical issues escalated from 1st Line Support

• Collaborate with remote and specialist teams on complex problems

• Provide regular ticket updates and maintain thorough documentation

• Deliver excellent customer service and represent IT as a value-add partner

• Identify opportunities for improvement and automation

• Support customer meetings when required

Requirements:

• 1–3 years’ experience in a 2nd Line role

• Strong knowledge of:

• Windows OS (client/server), Active Directory, Group Policy

• Office 365, Teams, SharePoint, Microsoft Exchange

• Networking protocols (DNS, DHCP, TCP/IP), Meraki LAN/WLAN

• Excellent communication skills and customer focus

• Proactive and adaptable with a problem-solving mindset

• Microsoft or Cisco certifications desirable

NRG is an equal opportunities employer committed to promoting a diverse and inclusive workplace. We oppose all forms of unlawful or unfair discrimination on the grounds of any protected characteristic. Our aim is to create an environment that encourages diversity, builds on individual differences, and responds equitably to the needs of all. We proactively take steps to fulfil our legal obligations, remove barriers, monitor for fairness, reflect the communities we serve, and enforce a zero-tolerance policy for breaches of our Equality and Diversity policy.