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- Tasks: Provide hands-on support for technical issues and manage escalated tickets.
- Company: Join a dynamic team in a busy IT support environment in Doncaster.
- Benefits: Enjoy a permanent role with opportunities for growth and skill development.
- Why this job: Perfect for tech enthusiasts who thrive under pressure and love problem-solving.
- Qualifications: 3+ years in a Service Desk role with strong knowledge of Windows OS and networking.
- Other info: Ideal for those looking to make an impact in a supportive team atmosphere.
Location: Doncaster onsite - you must be commutable from Doncaster
Contract Type: Permanent
Overview:
We are hiring a 2nd Line Support Engineer for a busy environment. You will be the escalation point for 1st Line Engineers, handling technical issues across a wide range of IT systems and services. This is a hands-on support role with a mix of remote troubleshooting, customer communications, and documentation. Ideal for someone who is sharp on detail, calm under pressure, and comfortable with multiple technologies.
Key Responsibilities:
- Handle escalated tickets from 1st line and work them through to resolution
- Prioritise and manage multiple issues to meet SLAs
- Provide desktop, server, network, and cloud support
- Keep customers updated throughout the ticket lifecycle
- Maintain accurate records in the service management system
- Liaise with 3rd parties where needed and ensure SLAs are met
- Share fixes and updates with the wider team
Required Experience:
- 3+ years in a Service Desk or Helpdesk role
- Strong knowledge of Windows OS (7–11), Windows Server, and Exchange
- Solid troubleshooting skills across networks (LAN/VLAN/WAN/Wi-Fi/VPN)
- Experience with VMware/Hyper-V and remote desktop tools (e.g., Citrix)
- Confident working with firewalls, antivirus, and cyber security tools
- Exposure to backup/monitoring tools (e.g., Datto, PRTG)
- VOIP and telephony support
- MSP background and/or education sector experience a bonus
Skills:
- Customer-focused with a clear and professional phone manner
- Strong communicator, both written and verbal
- Able to work under pressure and switch tasks as needed
- Proactive and takes ownership of tickets from start to finish
If this sounds like you please apply now for a confidential chat, thanks.
2nd Line Support Engineer employer: IntaPeople
Contact Detail:
IntaPeople Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows OS, VMware, and network troubleshooting. Being able to discuss these tools confidently during an interview will show that you're well-prepared and knowledgeable.
✨Tip Number 2
Practice your communication skills, especially in a technical context. Since this role involves liaising with customers and 3rd parties, being able to explain complex issues clearly and calmly will set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've handled high-pressure situations or resolved escalated tickets in the past. This will demonstrate your ability to manage multiple issues effectively and meet SLAs, which is crucial for this role.
✨Tip Number 4
Network with current or former employees of StudySmarter or similar companies. They can provide insights into the company culture and expectations, which can help you tailor your approach during the application process.
We think you need these skills to ace 2nd Line Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Service Desk or Helpdesk roles. Emphasise your technical skills with Windows OS, networking, and troubleshooting to align with the job requirements.
Craft a Strong Cover Letter: Write a cover letter that showcases your customer-focused approach and ability to handle pressure. Mention specific examples of how you've resolved technical issues and managed multiple tasks effectively.
Highlight Relevant Skills: In your application, clearly outline your experience with VMware/Hyper-V, remote desktop tools, and any exposure to backup/monitoring tools. This will demonstrate your fit for the role.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at IntaPeople
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Windows OS, networking, and troubleshooting. Bring specific examples of how you've resolved complex issues in the past, as this will demonstrate your capability to handle escalated tickets effectively.
✨Demonstrate Customer Focus
Since this role involves a lot of customer interaction, highlight your customer service skills. Share instances where you maintained clear communication with clients during technical issues, ensuring they felt supported throughout the process.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities under pressure. Practice responding to hypothetical scenarios related to IT support, such as prioritising multiple issues or dealing with difficult customers, to show your calmness and decision-making skills.
✨Familiarise Yourself with the Company
Research the company’s services and culture before the interview. Understanding their operations and values will help you tailor your responses and show that you're genuinely interested in being part of their team.
