2nd/3rd Line IT Support Engineer
About the Role
An exciting opportunity has arisen to join a fast-growing technology consultancy and managed service provider. This is not a traditional support role; we place customer service at the heart of everything we do, and we are looking for someone who shares that passion.
This position is ideally suited to a senior 2nd Line Engineer or an experienced 3rd Line Engineer who is confident taking ownership of complex issues and delivering high-quality technical solutions. You will work across a wide range of technologies, from on-premise infrastructure to cloud environments, while contributing to key projects and service improvements.
While some client site travel will be required, we offer a flexible hybrid working model with 1-2 days per week in the office.
Key Responsibilities
Provide escalation support for 1st and 2nd Line engineers and handle complex Service Desk requests.
Perform onsite support, installations, and troubleshooting where remote resolution is not possible.
Take ownership of Service Desk innovation and continuous improvement initiatives.
Create and maintain support processes, technical documentation, and internal procedures.
Liaise with third-party vendors to triage and resolve support issues.
Manage support tickets and incidents within agreed SLA timeframes.
Maintain relationships with suppliers for services such as IaaS, managed printing, and software vendors.
Install, configure, and maintain servers, PCs, and software.
Conduct scheduled maintenance, backups, and monitoring activities.
Participate in IT projects and proactively explore emerging technologies.
Support Microsoft 365 and cloud environments.
Provide internal support to non-technical staff.
About You
Confident communicator with strong written and verbal skills.
A team player who supports and uplifts colleagues.
Proactive, detail-oriented, and committed to delivering outstanding work.
Excellent customer service and interpersonal skills.
Strong experience with Microsoft 365, Windows, macOS, Citrix, and networking.
Ideally familiar with Autotask, RMM solutions, Watchguard, and endpoint protection tools.
Solid knowledge of HP, Lenovo, and Dell technologies.
Microsoft certified or keen to pursue further certifications (fully funded).
ITIL and Service Desk experience desirable.
Full UK driving licence and willingness to travel.
Personal Attributes
Ownership and accountability for quality and outcomes.
Excellent organisational and multitasking skills.
Strong communicator who is clear, polite, and punctual.
Works effectively both independently and as part of a team.
Committed to continuous learning and technical development.
Knowledge & Experience
5+ years' experience in IT support and technology operations.
Strong troubleshooting skills across both desktop and server environments.
Hands-on experience with Microsoft Windows Server 2008 and later.
Exposure to business integrations and mergers.
Knowledge of AD, O365, Azure, VMware, and Hyper-V.
Experience managing security gateways, backups, and endpoint protection.
Solid understanding of networking, LAN/WAN, and related technologies.
What's on Offer
Exposure to a diverse range of technologies and projects.
Funded training and certification opportunities.
Flexible working arrangements.
Access to a free Azure training environment.
Top-of-the-line equipment and tools.
Supportive and innovative team culture
Circle Recruitment is acting as an Employment Agency in relation to this vacancy. Earn yourself a referral bonus if you refer somebody else who fills the role! We also offer an iPad if you refer a new client to us and we recruit for them. Follow us on Facebook - Circle Recruitment , Twitter - @Circle_Rec and LinkedIn - Circle Recruitment.
