2nd Line Support Engineer

Clearance Requirement: Must be eligible for and able to obtain UK Eyes Only (SC/DV) Security Clearance.

Role Overview

At Netsense, we live by the motto "IT Simplified". As an On-Site 2nd Line Support Engineer, you are the primary point of contact for resolving technical hurdles and managing the daily flow of the Service Desk, together with visiting clients on a regular basis. While we value efficiency through automation, your core mission is to provide high-quality, face-to-face and telephone support and ensure that every ticket is handled with precision, compliance, and a "security-first" mindset.

Key Responsibilities

• Service Desk Management: Act as the primary escalation point for 1st Line, resolving complex tickets involving Windows Server, networking, and Microsoft 365.
• On-Site Troubleshooting: Provide direct, hands-on support for hardware, networking (VLANs, VPNs, Firewalls), and VOIP systems.
• Workflow Coordination: Ensure the ConnectWise Manage (PSA) board is organized, prioritized, and that all service delivery meets our internal standards.
• Compliance & Documentation: Maintain impeccable records of all physical and digital changes, providing the evidence required for ISO 27001 and Cyber Essentials.
• Targeted Automation: Identify repetitive Service Desk tasks and utilize PowerShell or Rewst to create simple, effective scripts that assist the team in daily operations.
• Infrastructure Maintenance: Utilize ConnectWise Automate (RMM) and Remote Desktop Manager to monitor system health and secure credential access.

Technical Requirements

Service Desk

Deep experience with ConnectWise Manage and ConnectWise Automate.

Cloud & OS

Proficiency in Microsoft 365, Entra ID, and Azure administration.

Networking

Hands-on experience with Draytek, VLANs, VPNs, Firewalls, and VOIP.

Automation

Ability to use PowerShell for basic scripting; willingness to learn Rewst.

Security

Strict adherence to ISO 27001 frameworks and Cyber Essentials.

Eligibility

British National/Residency for SC/DV Clearance.

A Day in the Life

• 08:30 – Service Board Kick-off: Review the ConnectWise Manage board and Automate dashboard for overnight alerts and high-priority tickets.
• 09:30 – Escalation Handling: Tackle a complex on-site networking issue or a recurring Entra ID sync error that 1st Line was unable to resolve.
• 11:00 – Support Optimization: Notice a common manual request; spend time writing a PowerShell script to help the Service Desk deploy the fix faster next time.
• 13:00 – Compliance Audit: Work with the Technical Director to audit server access using Remote Desktop Manager, ensuring we meet ISO 27001 requirements.
• 15:00 – On-Site Projects: Configure a new firewall or adjust a Conditional Access policy in Azure to secure a client's "UK Eyes Only" data.
• 16:30 – Knowledge Management: Update the internal knowledgebase with simplified guides so the 1st Line team can handle similar queries independently in the future.

Employee Benefits

• Salary: £25k–£35k + Clearance Bonus (stipend for SC/DV).
• Certification Path: We pay for your exams! Focus on Microsoft (AZ-104, MS-102) or ISO 27001 Lead Auditor training.
• Holiday & Pension: 20 days annual leave + Bank Holidays and employer pension contributions.