2nd Line Support Engineer

Salary: £30,000 - 40,000 per year

Requirements

• Proven track record of working on a remote technical support desk
• Self-motivated and enthusiastic
• Good communication skills, written and verbal
• Ability to provide timely and accurate records of work
• Ability to organise and prioritise work
• Good technical problem-solving skills
• Ability to work effectively and efficiently alone or as part of a desk team

Responsibilities

• Complete remote implementation and deployment work as required
• Answer support telephone calls and emails directly from customers
• Provide technical advice and guidance to our clients and co-workers
• Research, resolve and respond to questions received via telephone calls, emails and site visits in a timely manner and in line with our standards
• Ensure individual and team responsibilities are performed in a timely, consistent manner
• Record all work within our ticketing system and keep open tickets updated regularly
• Prioritise and categorise tickets to ensure efficient progression
• Maintain strong relationships with the immediate team and internal and external departments
• Own tickets end-to-end throughout their lifecycle
• Escalate issues within the team in a timely manner to the team leader
• Work to contracted SLAs and escalate potential failures in a timely manner
• Provide recommendations for network and system improvements to the Account Manager
• Communicate clearly and professionally with customer staff at all levels of technical knowledge and authority
• Proactively identify issues before they arise, including recurring ticket patterns
• Help create and manage a technical knowledge base and work closely with the team to improve technical knowledge and understanding of the business
• Achieve operational and quality standards
• Prioritise workloads and balance conflicting demands
• Identify issues and make recommendations that improve our procedures and collaboration with other teams
• Provide out-of-hours support as part of an on-call rota

Technologies

• Cloud
• Support
• Network
• Veeam

More

We are Central Technology, a forward-thinking IT support, telecoms and cloud services provider on a journey to grow from a regional, single-office business into a national, multi-location organisation. Our mission is to become the UKs leading business technology partner to the SME market and the UKs premier provider of cloud data solutions. This is a full-time, in-person role with a salary of £30,000 to £40,000 per year, and our benefits include company events, company pension, cycle to work scheme, free fitness classes, free flu jabs, free parking, a health and wellbeing programme, on-site parking, private medical insurance, sick pay and work from home.

last updated 32 week of 2026