IT Support Engineer – 2nd Line (Hybrid)

About the role

As a 2nd Line Support Engineer you will play a crucial role in delivering service‑desk and field services for a leading MSP. The position is hybrid, based in Dartford, and offers a competitive salary up to £38,000.

Key responsibilities

• Monitor and resolve issues logged in the ticketing system and reported by phone.
• Provide 2nd‑line support for IT incidents and service requests, ensuring timely resolution and user satisfaction.
• Perform routine maintenance and updates to operating systems, applications and anti‑virus software.
• Ensure compliance with IT policies, procedures and security standards.
• Assist with data retrieval and backup management, both on‑site and cloud‑based.
• Create and maintain technical documentation, including diagrams and knowledge‑base articles.

Required skills

• Desktop and laptop hardware knowledge.
• Operating systems: Windows, macOS, Linux.
• Virtualisation: VMware, Hyper‑V.
• Networking concepts: TCP/IP, DHCP, DNS, VPN.
• Microsoft 365 troubleshooting.
• Active Directory and user account management.
• Server administration tasks such as user management, file shares and security.