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- Tasks: Provide expert technical support and resolve complex issues in a fast-paced environment.
- Company: Modern Networks, a leading ICT solutions provider since 2000.
- Benefits: Ongoing training, mentoring, and opportunities for career progression.
- Why this job: Make a real difference in people's workdays while working with cutting-edge technologies.
- Qualifications: Experience in IT support, strong troubleshooting skills, and a passion for customer service.
- Other info: Join a collaborative team culture focused on service excellence.
The predicted salary is between 30000 - 42000 £ per year.
About Us: Established in 2000, Modern Networks provides information and communications technology solutions and support to businesses nationwide. We take time to understand and anticipate the challenges facing our customers today. We partner with technology vendors including HP, Cisco, NetApp, Microsoft and VMWare to deliver market leading technology solutions which enable organisations to increase their business efficiency, improve customer service and reduce business costs.
What you'll be doing: Based in our Hitchin offices, you’ll be a key part of a growing, dynamic support team operating within a fast-paced MSP environment. Reporting to the Service Desk Team Leads, you’ll provide expert technical support across a wide variety of customer environments, working to resolve incidents escalated from 1st Line and contribute to a high-performing, service-driven culture. This role combines strong technical acumen with excellent customer service. You’re friendly, approachable, and professional - someone who translates technical jargon into user-friendly explanations, stays calm under pressure, and earns trust through excellent communication. You’ll work across a variety of systems and industries, with a focus on delivering prompt, high-quality service that leaves customers feeling supported and valued. Our 2nd line engineers also participate in our Out of Hours rota when required. This is the perfect role for someone with solid technical skills who thrives on solving problems and enjoys making a real difference to people’s workdays.
What we are looking for:
- Experience working in a fast-paced ITIL-based or MSP environment.
- Industry-recognised technical training and certifications (e.g. Microsoft, CompTIA, ITIL).
- Ability to troubleshoot and resolve complex issues calmly and confidently.
- A passion for outstanding customer service and a people-first approach to IT support.
- Deep understanding of Microsoft 365, Azure, and Active Directory/domain administration.
- Solid knowledge of LAN/WAN technologies including switching, routing, TCP/IP, DHCP, DNS, IP addressing, VPN, VoIP, and wireless networking.
- Familiarity with endpoint management tools such as Microsoft Intune.
- Confident communicator who can simplify technical issues for non-technical users.
What's in it for you? Exposure to a wide variety of technologies and customer environments. Ongoing training, mentoring, and support for technical certifications. A collaborative, people-first culture with a strong emphasis on service. Opportunities for progression within a growing technical team.
2nd Line Engineer in Hitchin employer: Modern Networks Ltd
Contact Detail:
Modern Networks Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Engineer in Hitchin
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend tech meetups, webinars, or even local events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, be ready to discuss your technical expertise and how you've solved problems in the past. Use real examples that highlight your experience with Microsoft 365, Azure, and other relevant technologies.
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview or networking event, drop a quick thank-you email. It shows your appreciation and keeps you fresh in their minds. Plus, it’s a great opportunity to reiterate your passion for customer service and IT support.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from candidates who are genuinely interested in joining our team. Make sure to tailor your application to highlight your problem-solving skills and customer-first approach, just like we value here at Modern Networks.
We think you need these skills to ace 2nd Line Engineer in Hitchin
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the 2nd Line Engineer role. Highlight your technical expertise, especially in Microsoft 365, Azure, and customer service experience, to show us you’re the perfect fit!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about IT support and how your problem-solving skills can make a difference in our team. Keep it friendly and professional!
Showcase Your Technical Skills: Don’t just list your qualifications; give us examples of how you’ve used your technical skills in real-world situations. Whether it’s troubleshooting complex issues or working with LAN/WAN technologies, we want to see your expertise in action!
Apply Through Our Website: We love it when candidates apply directly through our website! It helps us keep track of applications and ensures you get noticed. Plus, it shows us you’re genuinely interested in joining our team!
How to prepare for a job interview at Modern Networks Ltd
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Microsoft 365, Azure, and Active Directory. Be ready to discuss specific scenarios where you've successfully troubleshot complex issues, as this will show your expertise and confidence.
✨Showcase Your Customer Service Skills
Since this role is all about providing excellent customer support, prepare examples of how you've handled difficult situations with clients. Highlight your ability to translate technical jargon into simple terms, as this will demonstrate your communication skills and people-first approach.
✨Familiarise Yourself with the Company
Do a bit of homework on Modern Networks and their partnerships with vendors like HP and Cisco. Understanding their services and the challenges they face will help you tailor your answers and show that you're genuinely interested in the company and its mission.
✨Stay Calm Under Pressure
In a fast-paced MSP environment, it's crucial to remain composed. Think of past experiences where you’ve had to troubleshoot under pressure and be prepared to share these stories. This will illustrate your ability to handle stress and maintain high-quality service.
