2nd Line Service Engineer - IT (24/7 Shift)
Solihull, West Midlands
£30,000 - £32,000 + 20% Shift Allowance (£38,400 OTE)
Permanent | 4 on / 4 off Shift Pattern
12-hour shifts (7am-7pm & 7pm-7am)
We're looking for a 2nd Line Service Engineer to join a brand new, high performing 24/7 support team. Working with a diverse customer base, you'll be responsible for resolving escalated technical issues, troubleshooting complex incidents, and delivering exceptional service against agreed SLAs.
What You'll Be Doing
- Taking ownership of technical incidents through to resolution.
- Providing remote support across desktops, servers, and cloud environments.
- Troubleshooting Windows Server, desktop, virtualisation, and Azure-related issues.
- Monitoring and responding to system alerts and performance incidents.
- Maintaining accurate ticket updates, technical documentation, and knowledge base articles.
- Collaborating with internal teams, customers, and third-party suppliers.
- Participating in major incident management and structured shift handovers.
- Delivering excellent customer service within a fast-paced 24/7 support environment.
Essential skills
- Previous experience in a 2nd Line Service Desk, IT Support, or Service Engineer roles.
- Experience working within an MSP (Managed Service Provider) environment.
- Strong troubleshooting and incident resolution skills.
- Experience supporting:
- Windows Desktop & Server environments
- VMware and/or Hyper-V
- Microsoft Azure
- Experience using ITSM/ticketing systems (ServiceNow preferred).
- Excellent communication and customer service skills.
Desirable
- Experience working within a 24/7 or shift-based support environment.
- Exposure to monitoring tools such as LogicMonitor.
- Knowledge of networking technologies including LAN, WAN, VPN, and Wi-Fi.
- ITIL Foundation certification.
- Microsoft or other relevant technical certifications.
You'll be a proactive, customer focused engineer with excellent problem solving skills and a passion for delivering outstanding support. Comfortable working under pressure, you'll thrive in a collaborative environment, take ownership of technical issues, and be committed to providing a first-class customer experience.
ECS Resource Group are an Equal Opportunity Employer.
In accordance with the Equality Act 2010.
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2nd Line Service Engineer - IT (24/7 Shift) employer: ECS Resource Group
As a Senior Configuration Engineer at our leading telecommunications organisation, you will thrive in a dynamic and innovative work culture that prioritises collaboration and continuous improvement. With hybrid working options in Newbury, we offer competitive pay, opportunities for professional growth, and the chance to work on cutting-edge technologies in 4G and 5G networks. Join us to be part of a team that values your expertise and supports your career development in a rapidly evolving industry.
