ASK4
Second Line IT Engineer
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Are you a technically strong IT professional who thrives on solving complex problems and delivering excellent client experiences? If so, this could be the role for you.
In this role, you will be part of the second line technical support team, taking ownership of escalated issues, supporting client IT systems, and delivering small to mid-sized projects independently. You will work closely with clients and internal colleagues, making a real difference to the service experience of our customers across our managed properties.
Key Responsibilities
- Resolve escalated technical issues end-to-end, collaborating with wider technical, account, and operations colleagues as needed
- Carry out server software installations, updates, and configuration across client environments
- Deliver small to mid-sized development projects independently, and contribute to larger initiatives alongside senior colleagues
- Attend client sites across the UK for on-site work and urgent fixes as the primary resource, with the expectation of regular national travel and the potential for travel throughout the EU (a valid driving licence and access to a car with business insurance is required)
- Maintain accurate records within the ticketing system, ensuring all actions, notes, and time are logged correctly
- Support clients with information requests, audit queries, and ISO certification requirements
- Create and maintain technical documentation and contribute to system-wide infrastructure decisions
- Support client relationship management alongside the Customer Success Management team
- Act as additional resource for inbound calls when the first line team is unavailable
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About You
Essential
- Strong working knowledge of Microsoft Windows Server and Active Directory
- Good experience with SSL/TLS certificates, including acquisition, renewal, and installation
- Good knowledge of Microsoft 365, MikroTik, UniFi, and Cisco Routers, and network switches (HP, MikroTik, or Cisco)
- Good knowledge of Wireless Access Points (MikroTik, Unifi, or Cisco)
- Ability to troubleshoot issues methodically, with strong attention to detail and excellent time management
- Experience in a customer-facing role with clear and professional written and verbal communication skills
- A collaborative, team-oriented approach with a genuine commitment to delivering high-quality outcomes
- Strong practical experience with the Secure Shell (SSH) protocol and remote server management, including key-based authentication, session management, and SSH tunnelling/port forwarding in a production environment
- Experienced in the optimisation and maintenance of server infrastructure and virtualisation platforms
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Desirable
- Experience in an MSP or similar environment
- Additional European languages
- Proactive attitude and a drive to take initiative
- Stakeholder awareness and an understanding of client and business priorities
- Project delivery experience and a continuous learning mindset
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