2nd Line Engineer – IT Support

About the role

We are looking for a motivated 2nd Line Engineer to join our Technical Support team in High Wycombe. You will be the first point of contact for customers raising IT issues, ensuring prompt and professional assistance while contributing to a diverse range of projects.

Key responsibilities

• Answer inbound support calls and log tickets accurately in the ticketing system.
• Troubleshoot hardware, software and networking problems for Windows and macOS devices.
• Provide remote assistance and, when required, on‑site visits to resolve complex issues.
• Escalate recurring or high‑priority tickets to senior team members.
• Maintain up‑to‑date internal documentation and follow established procedures.
• Collaborate with third‑party vendors as a point of contact.

Required profile

• Strong verbal and written communication skills, able to support non‑technical users.
• Ability to work independently, meet SLA deadlines and handle pressure.
• Proactive attitude with a focus on continuous learning and skill development.

Required skills

• Good working knowledge of computer hardware and operating systems (Windows, macOS).
• Basic networking concepts such as TCP/IP, DNS and DHCP.
• Experience with Microsoft 365, Exchange Online and Entra ID/Azure AD.
• Familiarity with ticketing systems and remote support tools.

What we offer

• Salary £27k‑£34k per year.
• Discretionary yearly bonus linked to company performance.
• 33 days holiday (increasing to 38), including public holidays.
• Free on‑site parking, training and career growth opportunities.