At a Glance
- Tasks: Resolve technical issues and manage the Service Desk while visiting clients regularly.
- Company: Join Netsense, where we simplify IT with a collaborative approach.
- Benefits: Competitive salary, certification support, 20 days holiday, and pension contributions.
- Other info: Dynamic role with opportunities for professional growth and development.
- Why this job: Make a real impact by providing hands-on support and optimising service delivery.
- Qualifications: Experience in IT support, networking, and a willingness to learn automation tools.
The predicted salary is between 25000 - 35000 £ per year.
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.
On-Site 2nd Line IT Engineer | SC/DV Clearance in Burgess Hill employer: IT Simplified Ltd t/a NetSense
At Netsense, we pride ourselves on fostering a dynamic work environment where innovation meets collaboration. As an On-Site 2nd Line IT Engineer, you will benefit from a supportive culture that prioritises employee growth through funded certification paths and hands-on experience with cutting-edge technologies. Located in the heart of the UK, our commitment to a 'security-first' mindset ensures that you will be part of a team dedicated to excellence while enjoying competitive salaries and generous holiday allowances.
Contact Details:
IT Simplified Ltd t/a NetSense Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land On-Site 2nd Line IT Engineer | SC/DV Clearance in Burgess Hill
✨Tip Number 1
Get your networking skills sharp! Since you'll be dealing with VLANs, VPNs, and Firewalls, brush up on these areas. Maybe even set up a home lab to practice troubleshooting – it’ll give you the hands-on experience that employers love.
✨Tip Number 2
Don’t underestimate the power of face-to-face interactions. When you’re on-site, make sure to engage with clients and colleagues. Building rapport can really help you stand out and show that you’re not just about solving tickets but also about creating relationships.
✨Tip Number 3
Show off your automation skills! If you’ve got experience with PowerShell or are willing to learn Rewst, highlight this in conversations. Employers love candidates who can streamline processes and improve efficiency.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we’re always looking for passionate individuals who align with our 'IT Simplified' motto, so don’t hesitate to put yourself out there!
We think you need these skills to ace On-Site 2nd Line IT Engineer | SC/DV Clearance in Burgess Hill
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the On-Site 2nd Line IT Engineer role. Highlight your experience with Windows Server, networking, and Microsoft 365, as these are key areas for us. We want to see how your skills match our needs!
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 those success stories!
Highlight Compliance Knowledge:Since we adhere to strict compliance standards like ISO 27001, make sure to mention any relevant experience you have in this area. It’s a big plus for us if you can demonstrate your understanding of security frameworks and documentation.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen to join our team at Netsense!
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 Compliance Mindset
Since the role emphasises a 'security-first' approach, be prepared to talk about your understanding of ISO 27001 and Cyber Essentials. Share examples of how you've maintained compliance in previous roles or how you would ensure it in this position.
✨Demonstrate Problem-Solving Skills
Think of a few challenging technical problems you've faced and how you solved them. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it clear how you can tackle the complex tickets that come your way.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare insightful questions about their service desk processes, team dynamics, or future projects. This shows your genuine interest in the role and helps you gauge if it's the right fit for you.
