2nd Line IT Support Engineer

Fenton I.T Limited; Littlehampton; On-site; GBP 33,000 - 36,000; Full time

Job summary

A Managed IT Service Provider in Littlehampton seeks a proactive 2nd Line IT Support Engineer. The role involves resolving technical issues and supporting diverse client environments while ensuring high-quality service. Candidates should have 4+ years in IT support, strong troubleshooting skills across Windows, and excellent customer service abilities. This position offers competitive pay, hybrid work options, and opportunities for professional development.

Benefits

Extra day off for your birthday

Performance-related bonus scheme

Paid team social events

Relaxed and friendly atmosphere

Flexibility to work from home

Training and development support

Qualifications

• Minimum 4 years’ experience in IT support within a Managed Service Provider environment.
• Excellent customer service and telephone manner.
• Strong troubleshooting skills across Windows desktop and server environments.

Responsibilities

• Respond to and resolve 2nd line tickets escalated from the service desk team.
• Diagnose and fix issues across desktop, server, network, and cloud environments.
• Escalate unresolved or complex issues to 3rd line or specialist as needed.

Skills

Customer service

Troubleshooting

Organizational skills

Professional communication

Adaptability

Tools

Windows Server 2016/2019/2022

Active Directory

Cloud platforms (e.g., Azure)

Autotask or similar ticketing systems

Microsoft certifications (e.g., MCSA)

Job description

Location: Littlehampton, West Sussex (Hybrid: Home, Client Sites)
Salary: £33,000 – £36,000 (Depending on Experience)
Job Type: Full-time, Permanent (37.5 hours/week, rota between 8:00am – 5:30pm)

About Us

Fentons Business IT Solutions is a leading Managed IT Service Provider supporting clients across Sussex, Kent, and Hampshire. We pride ourselves on delivering a premium support experience and building long-term client relationships.

The Role

We are seeking a proactive and skilled 2nd Line IT Support Engineer to join our growing team. You will resolve escalated technical issues, support a range of client environments, and contribute to continuous service improvement. This is a hands‑on role requiring strong troubleshooting skills, clear communication, and a passion for technology.

Key Responsibilities

• Respond to and resolve 2nd line tickets escalated from the service desk team.
• Diagnose and fix issues across desktop, server, network, and cloud environments.
• Escalate unresolved or complex issues to 3rd line or specialist as needed.
• Maintain accurate ticket notes and ensure timely updates to clients.
• Communicate clearly and professionally with clients to manage expectations and provide updates.
• Support client onboarding and project work as required.
• Contribute to a positive client experience through consistent and reliable service.
• Update internal and client documentation to reflect changes and resolutions.
• Provide informal mentoring and guidance to 1st line engineers.
• Participate in team meetings and contribute to service desk performance goals.
• Accurately document troubleshooting steps, solutions, and contribute to the knowledge base.
• Ensure accurate time recording and activity logging for all work performed.
• Travel to and from client sites as required.

Key Skills & Experience

• Minimum 4 years’ experience in IT support, ideally within a Managed Service Provider (MSP) environment.
• Excellent customer service and telephone manner.
• Strong troubleshooting skills across Windows desktop and server environments.
• Organised and able to manage multiple tasks effectively.
• Ability to learn quickly and adapt to changing requirements.
• Professional communication skills, both written and verbal.
• Passion and drive for IT technology and solutions.
• Full UK driving licence and own reliable transport.

Technical Skills Required

• Windows Server 2016/2019/2022
• Windows 11
• Active Directory, DNS, VPN, TCP/IP, Group Policy
• Hyper‑V, RDS/Terminal Services
• Networking fundamentals: Routing, Switching, Firewalls
• VoIP
• Experience with cloud platforms (e.g., Azure)
• Experience with Mac OS
• Familiarity with Autotask or similar ticketing systems, and RMM tools
• Microsoft certifications (e.g., MCSA) or equivalent
• Extra day off to enjoy your birthday
• Performance‑related bonus scheme
• Team (paid for) social events
• Relaxed and friendly atmosphere, with a professional approach
• Flexibility to work from home (high‑spec IT equipment provided)
• Highly experienced team for support and development
• Increased holiday with length of service
• Highly competitive pay with annual salary reviews
• Training and learning development with qualification support

How to Apply

If you are passionate about IT, thrive on solving problems, and want to be part of a supportive and dedicated team, we’d love to hear from you. Please upload your CV below.

The helpdesk is open Monday, 8:00am - 5:30pm*