2nd Line Support Engineer

Clearance Requirement: Must be eligible for and able to obtain UK Eyes Only (SC/DV) Security Clearance. Role Overview At Netsense, we live by the motto "IT Simplified". As an On-Site 2nd Line Support Engineer, you are the primary point of contact for resolving technical hurdles and managing the daily flow of the Service Desk, together with visiting clients on a regular basis. While we value efficiency through automation, your core mission is to provide high-quality, face-to-face and telephone support and ensure that every ticket is handled with precision, compliance, and a "security-first" mindset. Key Responsibilities * Service Desk Management: Act as the primary escalation point for 1st Line, resolving complex tickets involving Windows Server, networking, and Microsoft 365. * On-Site Troubleshooting: Provide direct, hands-on support for hardware, networking (VLANs, VPNs, Firewalls), and VOIP systems. * Workflow Coordination: Ensure the ConnectWise Manage (PSA) board is organized, prioritized, and that all service delivery meets our internal standards. * Compliance & Documentation: Maintain impeccable records of all physical and digital changes, providing the evidence required for ISO 27001 and Cyber Essentials. * Targeted Automation: Identify repetitive Service Desk tasks and utilize PowerShell or Rewst to create simple, effective scripts that assist the team in daily operations. * Infrastructure Maintenance: Utilize ConnectWise Automate (RMM) and Remote Desktop Manager to monitor system health and secure credential access. Technical Requirements Service Desk Deep experience with ConnectWise Manage and ConnectWise Automate. Cloud & OS Proficiency in Microsoft 365, Entra ID, and Azure administration. Networking Hands-on experience with Draytek, VLANs, VPNs, Firewalls, and VOIP. Automation Ability to use PowerShell for basic scripting; willingness to learn Rewst. Security Strict adherence to ISO 27001 frameworks and Cyber Essentials. Eligibility British National/Residency for SC/DV Clearance. A Day in the Life * 08:30 – Service Board Kick-off: Review the ConnectWise Manage board and Automate dashboard for overnight alerts and high-priority tickets. * 09:30 – Escalation Handling: Tackle a complex on-site networking issue or a recurring Entra ID sync error that 1st Line was unable to resolve. * 11:00 – Support Optimization: Notice a common manual request; spend time writing a PowerShell script to help the Service Desk deploy the fix faster next time. * 13:00 – Compliance Audit: Work with the Technical Director to audit server access using Remote Desktop Manager, ensuring we meet ISO 27001 requirements. * 15:00 – On-Site Projects: Configure a new firewall or adjust a Conditional Access policy in Azure to secure a client's "UK Eyes Only" data. * 16:30 – Knowledge Management: Update the internal knowledgebase with simplified guides so the 1st Line team can handle similar queries independently in the future. Employee Benefits * Salary: £25k–£35k + Clearance Bonus (stipend for SC/DV). * Certification Path: We pay for your exams! Focus on Microsoft (AZ-104, MS-102) or ISO 27001 Lead Auditor training. * Holiday & Pension: 20 days annual leave + Bank Holidays and employer pension contributions