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1/2nd Line Engineer

United Kingdom, High Wycombe 30000.00 - 34000.00 GBP / Year · Job Posted July 14, 2026
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Job Description

As a Technical Engineer you will work as part of the Technical Support team providing support to our customers, reporting to the IT Service Manager you will be first point of contact for technical issues raised to our Support Desk. You will be responsible for logging tickets, troubleshooting IT related issues and being part of the escalation process when required. This role requires you to have strong verbal and written communication skills, technical troubleshooting skills and being a team player within a strong technical team.

Job Responsibility

  • Act as first point of contact for IT support calls from customers via phone
  • Logging tickets within ticketing system while on the phone
  • Strong communication skills and ability to talk and guide non-technical customers
  • Taking ownership of own tickets making sure all tickets are updated and resolved within SLA
  • Ability to work independently and meet deadlines consistently
  • Capability to work under pressure and prioritize tickets
  • Identify and escalate repeating tickets to other team members
  • Proficiency in relevant tools and software related to the industry
  • Continuously seek opportunities to enhance skills and stay updated with industry trends
  • Pro-active attitude towards Technical Support
  • Professional manner when visiting customers
  • Making sure all internal documentation is updated and that internal procedures are followed
  • Work with relevant third parties companies and act as a point of contact

Requirements

  • Good working knowledge of computer hardware, operating systems, and basic networking concepts (e.g. TCP/IP, DNS, DHCP)
  • Experience supporting Windows and macOS devices
  • Good understanding of Microsoft 365 and cloud technologies (e.g. Exchange Online, Entra ID/Azure AD, Microsoft Office applications)
  • Experience using ticketing systems to log, track, and update support issues
  • Ability to diagnose and resolve software and hardware problems over the phone and via remote support tools
  • Strong written and verbal communication skills
  • Ability to work independently, take initiative, and collaborate effectively within a team

What we offer

  • Discretionary yearly bonus scheme dependant on company performance
  • 33 days holiday per year including Public Holidays, increasing by 1 yearly to a maximum of 38
  • Free on-site parking
  • Training and Career growth
  • Opportunity to work on diverse and challenging projects

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