Second Line Support Engineer
<p><b>Salary: £30,000 - 37,000 per year</b></p>
<b>Requirements:</b>
<ul><li>Microsoft AZ-700 & ITIL Certification (Mandatory)</li><li>At least 2-3 years in a 2nd Line or Field Support role within an ITIL-aligned environment</li><li>Proven experience in providing IT support within an MSP or corporate environment</li><li>Strong knowledge of computer networking concepts including LAN, DNS, DHCP, VPNs, firewall configuration, TCP/IP protocols, and TCP connections</li><li>Hands-on experience with operating systems such as Windows (including Windows Server), macOS, and Linux distributions</li><li>Familiarity with Active Directory management and tools like Heimdal RMM & Security</li><li>Understanding that ITIL is a framework focused on outcomes and user journeys</li><li>Ability to translate technical language into plain English for non-technical staff</li></ul>
<b>Responsibilities:</b>
<ul><li>Provide high-level 2nd line support across multiple sites, covering O365, Active Directory, Networking (VLANs/Patching), and Hardware (Laptops, Mobile, VoIP)</li><li>Act as the face of IT on-site, ensuring that every interaction adds value and maintains high employee sentiment (XLAs)</li><li>Work closely with the Problem Management team to identify recurring site issues and implement permanent fixes rather than band-aid solutions</li><li>Document site-specific nuances and create How-To guides</li><li>Assist with infrastructure refreshes, site migrations, and new hardware rollouts</li></ul>
<b>Technologies:</b>
<ul><li>Active Directory</li><li>Firewall</li><li>Hardware</li><li>Support</li><li>ITIL</li><li>LAN</li><li>Linux</li><li>macOS</li><li>Mobile</li><li>Security</li><li>TCP/IP</li><li>Windows</li><li>Office 365</li></ul>
<p><b>More:</b></p>
<p>We are a growing company located in Harrogate, with field service throughout Yorkshire. As we expand our team, we seek a proactive 2nd Line Field Engineer who values user experience alongside technical resolution. By applying ITIL 4 principles, you will not only troubleshoot but also improve security awareness and build stronger relationships with users. Join us on this journey to enhance the service value chain and positively impact our clients experience.</p>
<p>last updated 8 week of 2026</p>
<b>Requirements:</b>
<ul><li>Microsoft AZ-700 & ITIL Certification (Mandatory)</li><li>At least 2-3 years in a 2nd Line or Field Support role within an ITIL-aligned environment</li><li>Proven experience in providing IT support within an MSP or corporate environment</li><li>Strong knowledge of computer networking concepts including LAN, DNS, DHCP, VPNs, firewall configuration, TCP/IP protocols, and TCP connections</li><li>Hands-on experience with operating systems such as Windows (including Windows Server), macOS, and Linux distributions</li><li>Familiarity with Active Directory management and tools like Heimdal RMM & Security</li><li>Understanding that ITIL is a framework focused on outcomes and user journeys</li><li>Ability to translate technical language into plain English for non-technical staff</li></ul>
<b>Responsibilities:</b>
<ul><li>Provide high-level 2nd line support across multiple sites, covering O365, Active Directory, Networking (VLANs/Patching), and Hardware (Laptops, Mobile, VoIP)</li><li>Act as the face of IT on-site, ensuring that every interaction adds value and maintains high employee sentiment (XLAs)</li><li>Work closely with the Problem Management team to identify recurring site issues and implement permanent fixes rather than band-aid solutions</li><li>Document site-specific nuances and create How-To guides</li><li>Assist with infrastructure refreshes, site migrations, and new hardware rollouts</li></ul>
<b>Technologies:</b>
<ul><li>Active Directory</li><li>Firewall</li><li>Hardware</li><li>Support</li><li>ITIL</li><li>LAN</li><li>Linux</li><li>macOS</li><li>Mobile</li><li>Security</li><li>TCP/IP</li><li>Windows</li><li>Office 365</li></ul>
<p><b>More:</b></p>
<p>We are a growing company located in Harrogate, with field service throughout Yorkshire. As we expand our team, we seek a proactive 2nd Line Field Engineer who values user experience alongside technical resolution. By applying ITIL 4 principles, you will not only troubleshoot but also improve security awareness and build stronger relationships with users. Join us on this journey to enhance the service value chain and positively impact our clients experience.</p>
<p>last updated 8 week of 2026</p>