2nd Line Support Engineer

Horizon Search & Selection Ltd
Bury St Edmunds
18 May 2019
21 May 2019
Contract Type
Full Time

We are seeking a friendly, confident and engaging IT professional to join our client as a 2nd Line Support Engineer. You’ll be supporting remote users on a range of IT issues, working as part of a friendly, busy little team at our client’s offices near Bury St Edmunds. It’s a permanent, full-time position working from 8am - 5pm and due to their location, you’ll need to have your own transport.

Our client is a super-friendly, well-established firm who offer IT support and services to great companies across East Anglia. They have a great team and offer real long-term stability and progression for their staff with training opportunities and chances for professional development available too. If you’re serious about developing your career in IT them this might be just the opportunity for you…

The Role

Within this busy, fun and sometimes challenging position, you’ll be working with a team of Support Engineers, dealing with customer issues that haven’t been resolved within the forty-minute timeframe the 1st Line Engineers are given. The issues can range in complexity level, but each case will involve you working closely with the customer to resolve their issue within a 2-3 hour timeframe. Other duties will involve spotting reoccurring issues, analysing these and providing effective long-term solutions. As this is very much a customer-facing role (with interaction via email and phone support), the ability to offer professional, friendly service and be patient and understanding are both really key to the success of this position.


This role would suit people with several years of experience in a similar role. You’ll need to be a good team player and open to continuing your learning but will already have a good basic knowledge of:

  • Supporting Microsoft Windows in a domain environment
  • Network and server troubleshooting (Exchange 2010 and Windows Server)
  • An understanding of DNS, DHCP, Active Directory and Group Policy
  • Ideally experience of Office 365 installation and troubleshooting
  • Network + and/or A+ certifications (desirable but not essential)

You will also need:

  • Great people skills; able to converse with all kinds of people and have the confidence to ask questions to help find solutions
  • An understanding of what makes great Customer Service and a willingness to deliver this
  • Occasional flexibility with working hours (if calls over-run etc.)

In return, our client offers a great working environment with a helpful, friendly team and long-term career opportunities.

To be considered please apply through our website or alternatively via Reed.co.uk

Due to the high volume of CVs, we receive on a daily basis, unfortunately, we are unable to provide specific feedback on each application. If you have not been contacted after two weeks from the date of your application, unfortunately, you may have been unsuccessful. We strive to deliver an excellent service to all of our candidates and as such, should you wish to discover the reason you may have been unsuccessful please don’t hesitate to get in touch with us via email to request specific feedback on your application.

Please note that all applications and enquiries are treated in the strictest of confidence. As part of our GDPR compliance, your CV and contact details will not be held by us for longer than 30 days unless written consent to do so is requested and obtained. Your CV and contact details will never be shared by us with a 3rd party unless specific consent has been obtained to do so. For more information on our privacy policies and how we comply with the GDPR then please visit our website and click on our privacy policy at the bottom of the page.

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