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2nd Line IT Support Engineer | Proftech

2nd Line IT Support Engineer

  Telford, Shropshire

Reference #: 75849e39_1562841497
Location: Telford, Shropshire
Salary: £24000 - £26000
Sector: Technical & Engineering
Type: Permanent
Posted On: 11/07/2019

2nd Line IT Support Engineer

Reports To - IT Manager

Job Purpose

Provide Support to Users for any tickets escalated from 1st line. The 2nd Line Engineer will also implement infrastructure and support to projects when needed.

Key Responsibilities:

  • As well as being capable of all 1st line tasks a 2nd Line Engineer is expected to do the following;
  • Provide 1st line Engineers with support and escalation routes
  • Help retain ISO9001 by bringing reported changes to Support processes to the IT Manager
  • Be listed in the 24/7 on call rota to cover Incidents in 1st/2nd Line Role
  • Taking ownership of escalated 1st Line customer support tickets.
  • Undertake diagnosis of tickets obtaining all necessary information
  • Resolve customer issues within service level guidelines, escalating issues when appropriate to Senior 2nd Line Engineer or IT Manager
  • Creation of knowledge base items.
  • Ensure clear, timely and professional communication, with end Users
  • Logging and managing incidents and service requests
  • Windows Server Operating System Administration
  • Ensuring incidents and service requests are resolved or updated within the SLA's
  • Deploy Microsoft, Anti-Virus Updates and Patches
  • Ensuring the IT Manager is aware of any issues that need to be raised and escalated.
  • Administration of Windows Active Directory users, Group Policy, Monitoring of Domain health and maintenance of DNS records.
  • G Suite domain administration, organisation, license management
  • New starter deployment from request to induction of user
  • Asset Management - Monitor and keep records of our IT estate including licensing ready for IT Manager when needed.
  • Deal with users who may be frustrated by the support process, especially if they have come from an escalation
  • High Level of Active Directory administration experience
  • Group Policy administration
  • Fault resolution within SLA via Ticket 1st Response and closure.

Person Specification

  • Windows environment Administration (Server 2012/2016, Active Directory, Hyper-V).
  • Windows Desktop support (ideally Windows 7, 8 and 10), including upgrades and deployments.
  • Office 2013 and Google Docs, Sheets and gmail etc User support
  • Firewalls - administration & maintenance
  • Windows-based networking and troubleshooting, including an understanding of IP Communications, DHCP and DNS.
  • Antivirus Software such as Sophos, Avast etc
  • Administrator Qualification) would be an advantage.


  • 2 Years' Experience working in a team-oriented environment dealing with Network or desktop support
  • Email administration
  • Antivirus administration
  • Administration of Cloud based software systems
  • Google Apps Support


  • PC and Laptop hardware repairs
  • PC and Laptop Installation
  • PC and Laptop Configuration
  • Project Management exposure

Personal Qualities

  • Clear and concise communication both written and verbally
  • Flexibility to react quickly, reschedule and prioritise workload
  • Confident in assessing situations and taking decisions solely when unsupervised
  • Ability to present ideas clearly and concisely
  • Ability to effectively prioritize and execute tasks in a high-pressure environment

Trusted by 500+ companies
& candidates in the Midlands


"Understand all of your needs and only put you forward for positions which are perfect for you. Have not got a bad word to say about them. Would highly recommend. Thank you for placing me in my perfect job!"

Jess – Product Design Engineer – Tamworth


"I have dealt with Proftech Talent for both recruitment in my previous management role and in my new role too. I find them extremely professional and good people to have in your corner either as someone recruiting or as a job seeker. They have amazing industry knowledge and a great way of only placing people they know are a fit for the job role."

Andrea – Sales Professional – Derby


"We view Proftech as a fundamental part of our recruitment process, they have successfully found a number of critical hires since we engaged with them and they have really taken the time to get to know our business and culture resulting in a great partnership."

Terri Reeves - HR Assistant - HIB


"ProfTech Talent offered us a unique and personalised service. They took the time to fully understand what we do, our objectives and our new role, and then went in search of the kind of person suitable for our business. They filled our position within 5 days and we couldn’t be happier with our new Senior Sales Executive. Thank you ProfTech for helping us build a better and stronger team. Clearly the professional experts in recruitment!"

Gemma Payne - Operations Director - Auction News, Derby.


"I have nothing but positive things to say about Proftech Talent and the time they invested in me. Their friendly, open and honest approach stood out and their personal touch and speed of response made me feel valued as a candidate. I would not hesitate to work with Proftech Talent again, both as a candidate and as a client."

Helen – Senior HR – Telford


"I had an excellent experience at Proftech Talent. They were extremely professional, on the ball and of great support during my application. Would definitely recommend using this company for helping you find a new job."

Robert – Graphic Designer – Tamworth


"Proftech Talent have filled numerous engineering and technical roles for us over the years we have been working with them. They have the best success rate of the agencies on our PSL and are our go-to agency for all of our STEM roles. They have the rare combination of a personalised, tailored service with delivery of real results. I have found every member of the team professional, helpful and communicative, and would happily recommend them."

Proudly Based in
the Midlands

Proftech Talent offers a broad range of permanent, temporary and contract roles within organisations across our specialist sectors within the region.