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2nd Line Engineer

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PLANET RECRUITMENT SERVICES LTD

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Location:
United Kingdom , Didcot, Oxfordshire

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

30000.00 - 35000.00 GBP / Year
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Job Description:

The Tier 2 team are tasked with supporting, investigating, and resolving our MSP client’s IT-related systems and making sure all issues are dealt with in a timely fashion.

Job Responsibility:

  • Being the first point of contact for all incoming support calls, emails, and sessions – when necessary
  • Being an escalation point for all escalations coming from apprentice, and Tier 1 engineers
  • Ensuring all forms of support call are logged in the system and the client is kept updated
  • Manage incidents and request tickets ensuring established SLAs are met
  • Providing support to our clients
  • Help the Tier 2 Manager with continued business improvements
  • Provide support to the apprentice, and Tier 1 engineers
  • Manage/Maintain all escalations from the apprentice, and Tier 1 engineers
  • Communicate daily to clients with open tickets
  • Managing the client’s expectations with ongoing tickets
  • Ensure all client related problems are logged correctly
  • Inform the Tier 2 Manager of any tickets requiring escalations
  • Working with client’s 3rd party suppliers and vendors when appropriate
  • Adhere to all company policies and procedures
  • Ensuring that all role related KPI’s are met
  • Logging, managing, and resolving client IT issues
  • Maintain and improve cloud infrastructure
  • Composing Requests for Change
  • Manage all client on/offboarding’s, ensuring all tasks are complete
  • Maintain all client documentation ensuring it is relevant
  • Undertake any other reasonable duties as required to meet the needs of the business

Requirements:

  • Excellent knowledge in Windows 11 installation and configuration
  • Excellent knowledge with MacOS installation and configuration
  • Excellent knowledge with Microsoft 365 administrative suite – Intune/SharePoint/Teams/Exchange/Entra ID etc…
  • Exposure to Email filter technologies – Mimecast/Barracuda/Sophos Email Gateway
  • Exposure to Microsoft Server OS and server roles – 2016/2019/2022/2025
  • Exposure and troubleshooting knowledge with networking related items – firewalls/switches/wireless etc…
  • 2+ years’ experience working with medium-large businesses
  • Excellent knowledge of user & group management (on-premises/Entra)
  • Excellent knowledge of scripting and RPA automations
  • Ability to learn on your feet
  • Strong communication skills
  • Excellent troubleshooting and problem resolution skills
  • Excellent customer experience
  • Positive attitude to work
  • Strive to continuous improvement
  • Able to work independently under pressure
  • Minimum of 3 years’ IT experience in a corporate or services environment
  • Driving license and own transport
  • Ability to obtain DBS certificate

Nice to have:

  • Sophos Central/XG Firewall Certifications (Engineer or Architect)
  • Microsoft MS-102, MD-102, MS-700, AZ-900 Certifications
  • Apple Certified Support Certifications
  • Comptia A+
  • Wireless management – Ubiquiti, Meraki, etc…
  • Group policy/Intune policy management – deployment or management
What we offer:
  • 25+ Days Holiday and rising (plus bank holidays)
  • Flexible working (WFH incentives)
  • Bupa Cash Plan
  • Electric Vehicle Scheme
  • Cycle Scheme
  • Discounted Gym Membership
  • Paid Charity Day
  • Car Parking

Additional Information:

Job Posted:
January 05, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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