ECS Resource Group
2nd Line Service Engineer - IT (24/7 Shift)
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2nd Line Service Engineer - IT (24/7 Shift)
Solihull, West Midlands
£30,000 - £32,000 + 20% Shift Allowance (£38,400 OTE)
Permanent | 4 on / 4 off Shift Pattern
12-hour shifts (7am-7pm & 7pm-7am)
We're looking for a 2nd Line Service Engineer to join a brand new, high performing 24/7 support team. Working with a diverse customer base, you'll be responsible for resolving escalated technical issues, troubleshooting complex incidents, and delivering exceptional service against agreed SLAs.
What You'll Be Doing
- Taking ownership of technical incidents through to resolution.
- Providing remote support across desktops, servers, and cloud environments.
- Troubleshooting Windows Server, desktop, virtualisation, and Azure-related issues.
- Monitoring and responding to system alerts and performance incidents.
- Maintaining accurate ticket updates, technical documentation, and knowledge base articles.
- Collaborating with internal teams, customers, and third-party suppliers.
- Participating in major incident management and structured shift handovers.
- Delivering excellent customer service within a fast-paced 24/7 support environment.
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Essential Skills
- Previous experience in a 2nd Line Service Desk, IT Support, or Service Engineer roles.
- Experience working within an MSP (Managed Service Provider) environment.
- Strong troubleshooting and incident resolution skills.
- Experience supporting:
- Windows Desktop & Server environments
- VMware and/or Hyper-V
- Microsoft Azure
- Experience using ITSM/ticketing systems (ServiceNow preferred).
- Excellent communication and customer service skills.
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Desirable
- Experience working within a 24/7 or shift-based support environment.
- Exposure to monitoring tools such as LogicMonitor.
- Knowledge of networking technologies including LAN, WAN, VPN, and Wi-Fi.
- ITIL Foundation certification.
- Microsoft or other relevant technical certifications.
You'll be a proactive, customer focused engineer with excellent problem solving skills and a passion for delivering outstanding support. Comfortable working under pressure, you'll thrive in a collaborative environment, take ownership of technical issues, and be committed to providing a first-class customer experience.
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