2nd / 3rd Line Support Engineer

Salary: £40,000 - 45,000 per year

Requirements

• Solid IT knowledge with experience and understanding working on a helpdesk
• At least 3 years of experience working on a helpdesk
• Experience with ticket systems and data entry
• Experience with monitoring systems and remote access
• Good verbal and written communication skills with a customer-focused attitude
• Knowledge of PC/laptop hardware, including identifying components and replacing them
• Strong Microsoft 365 knowledge, including Active Directory, Office, Exchange, and Azure
• Knowledge of Windows operating systems, including installation and troubleshooting
• Server and infrastructure knowledge
• Networking and network hardware knowledge
• Full UK driving licence and access to a car when required is preferable

Responsibilities

• Engage with customers on their day-to-day IT support needs via phone, email, and tickets
• Handle escalations within the helpdesk
• Support pre-sales activities
• Carry out site audits
• Support implementations
• Manage escalations as part of the 2nd / 3rd line team

Technologies

• Active Directory
• Azure
• Hardware
• Support
• Microsoft 365
• Network
• Windows
• Office 365
• Cloud

More

We are looking for an enthusiastic and ambitious engineer to join our 2nd / 3rd line team in Saffron Walden on a permanent basis, with a salary of up to £45,000 per annum. Due to our continued growth, this role offers the opportunity to support customers with day-to-day IT issues while also being involved in pre-sales, site audits, implementations, and escalations.

last updated 29 week of 2026