At a Glance
- Tasks: Provide escalated IT support and maintain excellent customer relationships.
- Company: Join a purpose-driven, award-winning tech company with a vibrant culture.
- Benefits: Enjoy a competitive salary, hybrid working, generous holidays, and wellness support.
- Other info: Exciting career growth opportunities and a commitment to diversity and inclusion.
- Why this job: Make a real impact in a dynamic environment while developing your tech skills.
- Qualifications: Experience as a 1st/2nd Line Engineer with strong customer service skills.
The predicted salary is between 31000 - 31000 £ per year.
As a 2nd Line IT Engineer at Commercial, you will provide escalated support both in-house to Commercial's 1st Line Team and to a wide variety of clients across a range of sectors.
You will be responsible for monitoring and responding to tickets in the unassigned queue of our Helpdesk system within the Service Level Agreement.
You will be a point of contact for tickets escalated from 1st Line and liaise with other departments if needed.
This role will involve a combination of working from our head office in Cheltenham, remotely from home and moderate travel to our client sites throughout the UK as and when required.
Please note applicants must be within a commutable distance to the South-West region and you will be required to hold a full UK driving licence.
Your responsibilities as a 2nd Line IT Engineer will be
- To maintain 2nd line support tickets correctly and keep the customer updated with progress every day
- Deliver exceptional service to both internal/external customers and stakeholders
- Pro-actively monitor the 2nd line support ticket queue ensuring tickets are actioned within SLA
- Take ownership of the entire support process end-to-end and be the primary customer liaison for the issue
- Build excellent customer relationships and ensure service excellence is delivered at all times
- Ensuring all knowledge documentation is created/updated/reviewed on a regular basis.
- Assist 1st Line Engineers with technical queries to further their knowledge
- Work with third party vendors including Microsoft, Citrix and VMware
- Attend customer sites when required, in order to deliver IT services, equipment as well as perform troubleshooting and fault resolution, which may include overnight stays.
Pool car will be available were required.
- Where required, you will participate in a paid weekly on-call rota, currently one week in every four.
- Carry out regular server patching, preventative maintenance and disaster recovery reports to be created for clients when scheduled to do so.
You will have experience with
- Vmware ESX/ESXi and v Center
- Exchange/365, Networking, Storage, Backup
- Active Directory, DHCP, DNS, Group Policy, WDS and WSUS
- Windows Server 2012, 2012 R2, 2016 & 2019
- Office 365, including Exchange Online, Teams, One Drive, Share Point, Intune
- Citrix Xen Desktop
- TCP/IP, VLAN, switching, routing and firewall configuration, VPNs and WAN environments
- SAN Technologies
- It would also be beneficial but not a requirement to have experience of the below:
- Microsoft Hyper-V and failover clustering
- Citrix Net Scaler
- Two-factor authentication including Azure MFA and Silverfort.
- Corporate wireless systems including Meraki, Aruba and Meru
- Veeam Backup & Replication
- Sophos Anti-Virus
- Troubleshooting third party and/or bespoke applications
About you
- Proven experience as a 1st/2nd Line Engineer
- You will have a keen interest and enthusiasm to learn and develop ever advancing technology
- Able to build and maintain excellent relations with key stakeholders
- Exceptional customer service and communication skills (both written and oral)
- Ability to demonstrate a high level of accuracy and attention to detail
- Well organised, able to approach tasks methodically and prioritised to ensure all tickets and tasks are met
- Able to work both independently and as part of a team.
About us
We're Commercial - a purpose-driven, people-first organisation that’s on an exciting journey to reach a £100m annual turnover and beyond.
But what really defines us isn't just the numbers - it's the people, the culture we've built, and the innovative spirit that drives us forward.
As Business Transformation Specialists, we combine original thinking with practical expertise to improve the everyday experiences and outcomes for our clients.
Our areas of specialism include Managed IT, Smart Technologies, Digital Workspace, Interiors, Office Supplies, PPE, Facilities, and Workwear.
We're proud to be an award-winning employer, having won our category at the Sunday Times Best Places to Work 2026, recognised as the Best Place to Work in the Business and Management Services industry.
In August 2025, we proudly achieved Ecovadis Platinum status, placing us among the top 1% of companies assessed worldwide for sustainability.
We're #commercialbynature - a team driven by values, sustainability, and continuous improvement.
And now is a particularly exciting time to join us.
Our Commercial HQ is undergoing a full refurbishment - and you'll be working in a brand new, state-of-the-art office space, purposefully designed to support creativity, collaboration, and wellbeing.
Our Benefits
We believe that people thrive when they feel truly valued and at Commercial, we make sure that happens every single day.
When you join us, you'll enjoy a desirable benefits package designed to support your personal and professional wellbeing, reward your hard work, and help you flourish in all areas of life.
Here's what you can look forward to
- A base salary of up to £31,000 per annum
- An annual bonus scheme of £3,000, paid quarterly upon successful achievement of KPIs
- Hybrid working structure with the flexibility to work from home for part of the week
- A generous holiday allowance of 25 days plus bank holidays, which increases with length of service
- An enhanced family leave package to support you and your growing family
- Life Assurance, offering peace of mind with cover equivalent to four times your salary
- Access to health & wellbeing support - including 24/7 GP access, physiotherapy, and a confidential Employee Assistance Programme
- Free mortgage advice from leading broker Charles Cameron & Associates, available to you, your family, and friends
- Inclusive employee networking groups, with dedicated menopause and neurodiversity champions
- The Comm-Unity - employee representatives from across the business who give team members a voice and share ideas and feedback with the board each quarter
- Feel-good extras - including volunteering days, onsite parking at all four of our offices, free refreshments, an employee community platform to stay connected to like-minded colleagues, weekly company-wide Learning Days - a chance to share ideas, gain fresh insights, and explore a wide range of topics together, cycle-to-work and EV schemes, flexible working options, and much more!
- Training and Development
At Commercial, we invest in our people, 86% of our Senior Managers and 80% of our Directors have been promoted within.
Whether you're just starting out or looking to grow, your development journey is as unique as you are - and we'll support you every step of the way by offering training and development opportunities for career growth.
Diversity & Inclusion
At Commercial, we believe our differences make us stronger.
We are committed to creating a workplace where everyone feels seen, heard, and valued - no matter your background, belief, identity, or way of life.
We're proud to stand beside one another through life's ups, downs, and everything in between.
Our Diversity & Inclusion initiatives - including support around menopause, neurodiversity, mental health, and more - are just one of the ways we look out for each other and celebrate what makes us unique.
We hire people, not checklists.
So even if you don't tick every box in the job description, we'd still love to hear from you.
Your potential, passion and perspective might be exactly what we're looking for!
We are an equal opportunity employer and welcome applications from all individuals, regardless of race, ethnicity, gender identity, age, religion, disability, sexual orientation, or socio-economic background.
To learn more about who we are, our values, and how we protect your personal data during the recruitment process, please visit our website and review our Job Applicant Privacy Policy https://commercial. co. uk/careers.
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2nd Line IT Engineer in Cheltenham employer: Commercial
Join a well-established global manufacturer in Northamptonshire, where you will not only take charge of purchasing but also lead sustainability initiatives. With a strong focus on employee growth and a collaborative work culture, this company offers competitive salaries and the opportunity to make a meaningful impact in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line IT Engineer in Cheltenham
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Commercial values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Commercial might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Commercial!
✨Direct Apply to Commercial
Let's not forget to apply directly through the Commercial website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 2nd Line IT Engineer in Cheltenham
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Commercial.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Commercial. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Commercial
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
