2nd Line Engineer

2nd Line Engineer Job Description Template

Our company is looking for a 2nd Line Engineer to join our team.


  • Work on cases either on-site or remotely via phone, email and Internet;
  • To support and progress our core platform of hardware, software, VMs and networking;
  • Take ownership of incidents assigned to you and manage them through to resolution;
  • Provide 2nd/3rd line support to business users;
  • Respond to all issues within an agreed SLA;
  • Review and resolve issues in person or using remote support tools, or escalate accordingly to a relevant team;
  • Maintain the network hardware and associated software;
  • Delivery of high quality support on a range of IT technical incidents and problems to office users (including senior staff), stores and showrooms;
  • Covering shifts on a rota basis including evenings and some weekends;
  • Support 1st line team with issue escalations;
  • Manage 3rd party suppliers;
  • ‘Hands-on’ problem-solving approach; solving problems within strict SLA timeframes.


  • Experience with cloud technologies, AWS or Azure is beneficial;
  • PC hardware and software set-up and configuration, and TCP/IP networking skills;
  • Microsoft Office Versions and Exchange 2007-2016 / Office365;
  • Security platforms: antivirus (Webroot), OpenDNS, Qualys (vulnerability management), Sophos encryption/end point management;
  • AD and Exchange;
  • Excellent Decision making, judgement, planning and organisation skills;
  • In-depth knowledge of ConnectWise, LabTech and other tools / platforms used by the business, recommended but not essential;
  • Cloud email security systems : anti-spam, email archiving (Reflexion / Mimecast);
  • Willingness to gain relevant qualifications and accreditation’s;
  • Active Directory;
  • Process-focused;
  • Microsoft Azure VMs, VPNs, hybrid environments (including sync of directories);
  • Excellent technical ability in one or more key virtual team areas;
  • Cloud file sync and share platforms : Drobox, Box, Soonr;
  • Microsoft-based Operating Systems, with an emphasis on Windows 10 and MS Server 2012 and 2016.