2nd Line IT Support Engineer

Posted 28 September by Netwirking Ltd
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Netwirking Ltd are working with a client based in South Tyneside who are looking to hire a 2nd Line IT Support Engineer. Formal and on the job training leading to industry qualifications, e.g. MCSE/CCNA will be offered!

Ideally, the role will be a mix of remote working and days spent in the office in Hebburn.

Key Responsibilities Include:

  • Provide professional IT support and troubleshooting to clients via telephone and remote support
  • Accurate recording of time and following Incident management in our Service Management software
  • Managing own workload
  • Executing live changes to data and software in a controlled and authorized manner via approved change management procedures
  • Suggesting technical and process improvements to colleagues and Managers and implementing them as directed
  • Working with and establishing relationships with third party service providers to ensure full end-to-end service provision
  • Take responsibility and ownership of incidents and requests and escalating where required to relevant department
  • Demonstrate documentation skills (reports, policies, procedures, workflows) as required
  • Ad-hoc responsibility to cover RMM Alerts as and when required
  • Identify reoccurring technical faults and recommendations to escalations manager
  • Assist with in hours as well as out of hours project work where required.
  • Continue learning and developing skills through training opportunities provided.

Required Technical Skills:

A high level of technical skills is essential for this role, with a good understanding of Networking, Microsoft products and Hardware.


  • At least 2 years of experience working in similar role
  • You must possess a full UK driving license and have suitable transport (they have pool vans to use, so use of own vehicle is rare)
  • Fault finding and troubleshooting skills essential
  • Good understanding of general MS Server, Virtualization, Storage and Networking technologies
  • Good understanding of general network technology including WAN/LAN/WLAN
  • Excellent communication skills
  • Maintain awareness of new and emerging technologies
  • Highly self-motivated - sets and achieves challenging goals
  • Quality management - the ability to look for ways to improve and promote quality.


  • Microsoft Server Qualifications
  • Microsoft Cloud Certifications: Azure, 365
  • Virtualization Platforms
  • Strong troubleshooting ability
  • Microsoft Azure Knowledge

Reference: 42385374

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