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- Tasks: Resolve technical issues and manage the Service Desk while visiting clients regularly.
- Company: Join Netsense, where we simplify IT with a focus on security and compliance.
- Benefits: Competitive salary, certification support, 20 days holiday, and pension contributions.
- Other info: Dynamic role with opportunities for professional growth and hands-on experience.
- Why this job: Make a real impact by solving complex problems and enhancing client security.
- Qualifications: Experience in service desk management and proficiency in Microsoft 365 and networking.
Clearance Requirement: Must be eligible for and able to obtain UK Eyes Only (SC/DV) Security Clearance.
Role Overview: At Netsense, we live by the motto "IT Simplified". As an On-Site 2nd Line Support Engineer, you are the primary point of contact for resolving technical hurdles and managing the daily flow of the Service Desk, together with visiting clients on a regular basis. While we value efficiency through automation, your core mission is to provide high-quality, face-to-face and telephone support and ensure that every ticket is handled with precision, compliance, and a "security-first" mindset.
Key Responsibilities:
- Service Desk Management: Act as the primary escalation point for 1st Line, resolving complex tickets involving Windows Server, networking, and Microsoft 365.
- On-Site Troubleshooting: Provide direct, hands-on support for hardware, networking (VLANs, VPNs, Firewalls), and VOIP systems.
- Workflow Coordination: Ensure the ConnectWise Manage (PSA) board is organized, prioritized, and that all service delivery meets our internal standards.
- Compliance & Documentation: Maintain impeccable records of all physical and digital changes, providing the evidence required for ISO 27001 and Cyber Essentials.
- Targeted Automation: Identify repetitive Service Desk tasks and utilize PowerShell or Rewst to create simple, effective scripts that assist the team in daily operations.
- Infrastructure Maintenance: Utilize ConnectWise Automate (RMM) and Remote Desktop Manager to monitor system health and secure credential access.
Technical Requirements:
- Service Desk: Deep experience with ConnectWise Manage and ConnectWise Automate.
- Cloud & OS: Proficiency in Microsoft 365, Entra ID, and Azure administration.
- Networking: Hands-on experience with Draytek, VLANs, VPNs, Firewalls, and VOIP.
- Automation: Ability to use PowerShell for basic scripting; willingness to learn Rewst.
- Security: Strict adherence to ISO 27001 frameworks and Cyber Essentials.
- Eligibility: British National/Residency for SC/DV Clearance.
A Day in the Life:
- 08:30 – Service Board Kick-off: Review the ConnectWise Manage board and Automate dashboard for overnight alerts and high-priority tickets.
- 09:30 – Escalation Handling: Tackle a complex on-site networking issue or a recurring Entra ID sync error that 1st Line was unable to resolve.
- 11:00 – Support Optimization: Notice a common manual request; spend time writing a PowerShell script to help the Service Desk deploy the fix faster next time.
- 13:00 – Compliance Audit: Work with the Technical Director to audit server access using Remote Desktop Manager, ensuring we meet ISO 27001 requirements.
- 15:00 – On-Site Projects: Configure a new firewall or adjust a Conditional Access policy in Azure to secure a client's "UK Eyes Only" data.
- 16:30 – Knowledge Management: Update the internal knowledgebase with simplified guides so the 1st Line team can handle similar queries independently in the future.
Employee Benefits:
- Salary: £25k–£35k + Clearance Bonus (stipend for SC/DV).
- Certification Path: We pay for your exams! Focus on Microsoft (AZ-104, MS-102) or ISO 27001 Lead Auditor training.
- Holiday & Pension: 20 days annual leave + Bank Holidays and employer pension contributions.
2nd Line Support Engineer in Burgess Hill employer: IT Simplified Ltd t/a NetSense
Contact Detail:
IT Simplified Ltd t/a NetSense Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Engineer in Burgess Hill
✨Tip Number 1
Network like a pro! Attend industry meetups or tech events where you can chat with potential employers and other professionals. It’s all about making connections that could lead to your next role.
✨Tip Number 2
Show off your skills! Create a portfolio or GitHub repository showcasing your projects, especially those involving PowerShell scripts or networking solutions. This gives employers a taste of what you can do.
✨Tip Number 3
Prepare for interviews by practising common technical questions related to Windows Server, Microsoft 365, and networking. We recommend doing mock interviews with friends or using online platforms to boost your confidence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace 2nd Line Support Engineer in Burgess Hill
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 2nd Line Support Engineer role. Highlight your experience with ConnectWise Manage, Microsoft 365, and any relevant networking skills. We want to see how your background fits perfectly with what we're looking for!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled complex technical issues in the past. We love seeing candidates who can think on their feet and provide high-quality support, so don't hold back on sharing your success stories!
Keep It Professional Yet Personal: While we appreciate a friendly tone, make sure your application maintains professionalism. Let your personality shine through, but keep it relevant to the role. We’re looking for someone who can connect with clients while being technically savvy.
Apply Through Our Website: We encourage you to apply directly through our website. This way, your application will be seen by the right people, and you'll have a better chance of standing out. Plus, it’s super easy to do!
How to prepare for a job interview at IT Simplified Ltd t/a NetSense
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows Server, Microsoft 365, and networking basics like VLANs and VPNs. Be ready to discuss specific scenarios where you've resolved complex issues, as this will show your hands-on experience.
✨Showcase Your Problem-Solving Skills
Prepare to share examples of how you've tackled tricky support tickets in the past. Think about times when you had to escalate issues or automate repetitive tasks using PowerShell. This will demonstrate your ability to think critically and act efficiently.
✨Understand Compliance Requirements
Familiarise yourself with ISO 27001 and Cyber Essentials frameworks. Be prepared to discuss how you’ve maintained compliance in previous roles, as this is crucial for the position. Showing that you have a 'security-first' mindset will definitely impress them.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about their current challenges with the Service Desk or how they approach automation. This shows your genuine interest in the role and helps you gauge if it's the right fit for you.