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2nd Line Engineer

2nd Line Engineer (Aw000621) Abingdon, England

Salary: GBP24000 - GBP34000 per annum

Role: 2nd Line Engineer

Location: Abingdon

Salary: £26,000 - £34,000k



 Full Time on a 4-week shift pattern rotation

Week A – Early’s – 08:00 – 16:30 – Office based – customer location

Week B – Early’s – 08:00 – 16:30 – Office based – customer location

Week C – Days – 08:45 – 17:15 – Office based – customer location

Week D – Late – 14:30 – 23:00 – WFH – with support


Primary Purpose

The Desktop team are tasked with supporting, investigating, and resolving our MSP client’s IT related systems and making sure all issues are dealt with in a timely fashion. The role will involve the following;

  • Providing support to our clients
  • Help the Helpdesk Management Team with continued business improvements
  • Provide support to the apprentice, and 1st Line, engineers
  • Manage/Maintain all escalations from the apprentice, and 1st line, engineers
  • Work alongside 3rd line engineers to escalate more problematic tickets
  • Communicate daily to clients with open tickets
  • Managing the client’s expectations with ongoing tickets
  • Ensure all client related problems are logged correctly
  • Inform the Desktop Team Lead of any tickets requiring escalations
  • Working with client’s 3rd party suppliers and vendors when appropriate
  • Adhere to all company policies and procedures
  • Ensuring that all role related KPI’s are met
  • Logging, managing, and resolving client IT issues
  • Undertake any other reasonable duties as required to meet the needs of the business.


Key Responsibilities

  • Being the first point of contact for all incoming support calls, emails, and sessions - when necessary
  • Being an escalation point for all escalations coming from apprentice, and 1st line, engineers.
  • Ensuring all forms of support call are logged in the system and the client is kept updated.
  • Manage incident and request tickets ensuring established SLAs are met.


Person Specification


  • Excellent knowledge in Windows 7/8/10 installation and configuration
  • Good knowledge with MacOS installation and configuration
  • Exposure to Email Management/Configuration – Exchange 2013/2016, Office365, etc.
  • 2+ years’ experience working with medium-large businesses.
  • Ability to learn on your feet.
  • Strong communication skills
  • Excellent troubleshooting and problem resolution skills
  • Excellent client service
  • Positive attitude to work
  • Strive to continuous improvement.
  • Able to work independently under pressure.
  • Minimum of 2 years’ IT experience in a corporate or services environment
  • Driving license and own transport



  • Exposure to Microsoft Server OS – 2008/2012/2016
  • Comptia A+
  • Comptia N+
  • Wireless management – Ubiquiti, Meraki, Netgear, etc
  • Mimecast, Barracuda, Sophos Email Gateway
  • Group policy management – deployment or management