2nd Line Engineer

Location: Sheffield, South Yorkshire
Salary: £25,000 - £28,000 pa
Reference: AW / 2NDLINE3
Type: Permanent
Sector: IT, Digital Marketing & IT Recruitment
Deadline: 24/05/2022

The company

 Brewster Partners are working on a 2nd Line Engineer role for a leading IT support company. 

The job

This position will provide technical support to our clients customers within a service desk environment mainly managed by remote access however on-site visits may be required. 

A good technical knowledge is essential to provide an escalation point to 1st Line and ensure incidents and problems are dealt with quickly and efficiently. 

A desire to provide exceptional customer service at all times is a must along with an understanding of the commercial goals of the business as a whole.


  • Provide 2nd Line service desk support for incidents related to hardware, software, network connectivity and application services to a wide variety of external customers.
  • Manage and own incident tickets via our Autotask ticket management system, providing customer updates to agreed timeframes.
  • Triage and resolve incidents to stringent customer defined SLA’s.
  • Drive service improvement within the service desk to improve first time fix resolution times.
  • Communicate clearly, effectively and in a timely manner with all customers.
  • Create and maintain accurate documentation within the centralised management database.
  • Provide any on-site support to resolve customer service outages as required to meet SLA’s.
  • Continue to develop technical knowledge and skillset through formal training, informal training and hands on practical experience and mentoring of 1st line support.

The person

  • Minimum 2 years’ experience in a 1st or 2nd Line role within a service desk environment.
  • Good knowledge of Windows Server, Virtual environments (VMWare), SQL Server, MS Windows, Networking LAN, WAN, VPN and Wireless, Active Directory, Antivirus.
  • Microsoft 365 and related technologies 
  • Exchange Online 
  • Azure Active Directory (Azure AD joined/hybrid) 
  • Conditional Access/MFA 
  • Windows Server  
  • Active Directory   
  • Microsoft Azure IaaS  
  • Firewalls (NAT/PAT/ACL’s)
  • Demonstrated PC hardware/software trouble-shooting skills.
  • Excellent communication and interpersonal skills; professional telephone demeanour.
  • Strong customer service skills and attention to detail.
  • MS-100 or AZ-104 certifications would be preferred but not essential.
  • Patience, ability to work under pressure and good organisational skills
  • The ability and desire to develop the role and make it your own

The benefits

£25,000 - £28,000 pa


Amy Wood
Candidate Manager
Brewster Partners Recruitment Group


To apply for this job, please send your CV to the email above or to info@brewsterpartners.co.uk quoting "Vacancy: 2nd Line Engineer, Reference: AW / 2NDLINE3". Thank you for your interest.