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 managementAbout 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 advantageousSkills & 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 documentationDesirable 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 ServicesServer Windows Server 2016–2025 Microsoft Azure Hosted Microsoft Exchange Remote Desktop Services VMware Backup technologies including Datto, Veeam, and similar platformsNetworking Switches, routers, and wireless infrastructure Firewall appliances (e.g. WatchGuard) Internet connectivity troubleshooting IPSec and SSL VPNs DNS and DHCPThis 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 or call on (phone number removed)