2nd Line Engineer

Role: 2nd Line IT Engineer

Location: Didcot

Salary: £32k


  • 20+ Days Holiday and rising (plus bank holidays)
  • Flexible working (WFH incentives)
  • Private medical cover
  • Discounted gym membership
  • Epic Christmas Parties – (weekend in Iceland last year!)
  • Car Parking

Primary Purpose

The Desktop team are tasked with supporting, investigating, and resolving our MSP client’s IT related systems and making sure all issues are dealt with in a timely fashion.

Key Responsibilities

  • Being the first point of contact for all incoming support calls, emails, and sessions – when necessary
  • Being an escalation point for all escalations coming from apprentice, and 1st line, engineers
  • Ensuring all forms of support call are logged in the system and the client is kept updated
  • Manage incident and request tickets ensuring established SLA’s are met
  • Providing support to our clients
  • Help the Helpdesk Management Team with continued business improvements
  • Provide support to the apprentice, and 1st Line, engineers
  • Manage/Maintain all escalations from the apprentice, and 1st line, engineers
  • Communicate daily to clients with open tickets
  • Managing the client’s expectations with ongoing tickets
  • Ensure all client related problems are logged correctly
  • Inform the Desktop Team Lead of any tickets requiring escalations
  • Working with client’s 3rd party suppliers and vendors when appropriate
  • Adhere to all company policies and procedures
  • Ensuring that all role related KPI’s are met
  • Logging, managing, and resolving client IT issues
  • Maintain desktop asset register and configurations
  • Undertake any other reasonable duties as required to meet the needs of the business

Person Specification:


  • Excellent knowledge in Windows 7/8/10 installation and configuration
  • Good knowledge with MacOS installation and configuration
  • Exposure to Email Management/Configuration – Exchange 2013/2016, Office365, etc
  • Exposure to Office365 Powershell command-lets
  • Exposure to Email filter technologies, such as Mimecast, Barracuda, Sophos Email Gateway
  • Exposure to Microsoft Server OS – 2012/2016/2019
  • 2+ years’ experience working with medium-large businesses
  • Good working knowledge of Active Directory – User account creation, group creation, etc
  • Good working knowledge of NTFS permissions
  • Ability to learn on your feet
  • Strong communication skills
  • Excellent troubleshooting and problem resolution skills
  • Excellent client service
  • Positive attitude to work
  • Strive to continuous improvement
  • Able to work independently under pressure
  • Minimum of 2 years’ IT experience in a corporate or services environment
  • Driving license and own transport


Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information.

Only candidates with the relevant skills and experience will be contacted after application, if you do not hear back from us within 7 days you have unfortunately been unsuccessful in your application.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person’s gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the position.

Job Information

Job Reference: Aw000723_1714482123
Salary: £26000 - £32000 per annum
Salary From: £26000
Salary To: £32000
Job Industries: IT
Job Locations: Didcot, Oxfordshire
Job Types: Permanent
Apply Now

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Job Information

Job Reference:
Salary From: £
Salary To: £
Apply Now