2Nd Line Systems Support

  • £25-30k
  • Folkestone, Kent
  • 1St Choice Jobs

2nd Line Systems Support




Our client is looking for a 2nd-Line Systems Support Engineer to find solutions to technical problems or provide initial analysis for escalation to Engineering and to provide support to the business across a broad range of technologies.

Main Roles & Responsibilities


Work with 1st Line Systems Support and helpdesk analysts to prioritise and action tickets through to closure using technical knowledge to provide a second line of expertise for issues with

• Printers, Desktop Computers, Server Computers

• Cloud/Virtualisation, Microsoft 365, Azure, AWS

• Network, switches, firewalls, barcode scanners

• Other technologies adopted by the business

• Assigned projects

Incident Management

Monitor and manage Incidents and Service Requests from the Service Desk

• Manage incidents and service requests in line with approved SLAs

• Manage high priority and critical incidents within service guidelines

• Manage and record company assets as accurately as possible within the service desk

• Maintain a high level of accuracy in describing incidents within associated tickets

• Maintain a strong customer focus and service for both internal and external customers

• Ensure that all critical and non-critical incidents are reported in an appropriate and timely manner

• Provide an escalation point for 1st Line Systems Support

• Manage escalation of service requests to Engineering and Vendors

• Apply an ITIL methodology and approach

Core Competencies

• Teamwork

• Work Standards

• Problem-Solving

• Initiative

• Adaptability

Job Competencies:

• Team Coordination

• Microsoft 365

• Cloud (AWS/Azure)

• Server (Microsoft/Ubuntu)

• Desktop (Windows 10/11)

• Network (Aruba, Watchguard, DNS, DHCP)

• Data Protection (Veeam)

• Service Desk Technologies (Sysaid)

• ITIL 4 (Prioritisation and Impact)


Create, develop, implement, update and enforce on an ongoing basis

• Data security policies

• Data protection policies

• Change management policies

• Standard Operating Procedures

• Work instructions

• Good practice

• Contribute to changes and developments in policies and procedures

• Give training in IT policies and procedures.


Work pro-actively to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented.

Ensure virtual infrastructure is monitored and highly available.


Continuously research, update and improve knowledge and understanding across the various software and hardware technologies supported by the team. Identify personal training needs and request training where appropriate on a regular basis.


Develop infrastructure automation

• Create standard build images for Windows Server and desktop environments

• Create standard build images for Ubuntu Server environments

• Develop deployment infrastructure for standard build images

• Develop automation using scripting and programming knowledge

  • Advertiser: Agency
  • Reference: VR/03139J