Full-Time Helpdesk IT Support Engineer (2nd Line)

Full-Time Helpdesk IT Support Engineer (2nd Line)
Oxfordshire (Hybrid – home and office based, with occasional travel to client sites and training venues)
£20,000 – £28,000 DOE

About the Company

Our client is an established IT solutions provider supporting Small to Medium Enterprises across Oxfordshire and the Thames Valley. They deliver a broad range of managed IT services, including network security, email systems, cloud solutions, and multi-site infrastructure support. They are known for providing high levels of technical expertise and excellent customer service.

The Role

Due to continued growth, our client is looking to recruit a 2nd Line Helpdesk IT Support Engineer to join their internal support team.

This is a varied role involving fault diagnosis, troubleshooting, and resolution across a wide range of technologies including internet connectivity, Microsoft environments, email platforms, antivirus, firewalls, and server infrastructure.

The support team also assists with technical pre-sales enquiries, offering excellent exposure across multiple areas of IT.

Key Responsibilities

• Provide remote support to customers via phone, email, and remote access tools
• Handle IT administration tasks and routine system maintenance
• Take ownership of support tickets and keep customers updated throughout resolution
• Diagnose and resolve technical issues, escalating where appropriate
• Manage general customer enquiries efficiently and professionally
• Liaise with third-party suppliers and service providers
• Produce reports for both clients and internal management

About You

You will be a strong communicator who enjoys working as part of a close-knit team while also managing your own workload effectively.

You should be enthusiastic, proactive, and highly organised, with strong troubleshooting skills and a genuine passion for IT and ongoing professional development.

Education / Qualifications

• Minimum of 5 GCSEs
• 2 A-Level passes (or equivalent)
• Further education, qualifications, or training in IT would be advantageous

Skills & Experience Required

• Previous experience providing IT support, ideally within a helpdesk or MSP environment
• Strong technical knowledge of Microsoft Windows Desktop, Office, and Server platforms
• Excellent written and verbal communication skills
• Strong problem-solving and diagnostic abilities
• Good prioritisation and time management skills
• Self-motivated with a professional attitude
• Willingness to learn new technologies and expand technical knowledge
• Experience producing reports and documentation

Desirable Technical Experience

Desktop

• Windows 10 & 11 Professional
• Microsoft Office Applications
• Microsoft 365 / Office 365
• Microsoft Intune
• macOS
• Apple iOS
• Antivirus, EDR & XDR solutions
• SaaS Backup Services

Server

• Windows Server 2016–2025
• Microsoft Azure
• Hosted Microsoft Exchange
• Remote Desktop Services
• VMware
• Backup technologies including Datto, Veeam, and similar platforms

Networking

• Switches, routers, and wireless infrastructure
• Firewall appliances (e.g. WatchGuard)
• Internet connectivity troubleshooting
• IPSec and SSL VPNs
• DNS and DHCP

This is an excellent opportunity for someone looking to develop their career within a growing MSP environment, gaining exposure to a broad range of technologies and clients.

To apply call Kylie on (url removed) or call on (phone number removed)