1st and 2nd Line Support Engineer

Location:

South East, United Kingdom

Salary:

25000.00 – 34000.00

Type:

Permanent

Main Industry:

Search Information Technology Jobs

Job ID:

132877477

Company:

100% IT Recruitment Ltd

Posted On:

13 April 2026

1st / 2nd Line Support Engineer

Location: High Wycombe (Office-based, occasional customer site visits) Salary: £24,000 – £34,000 DOE + Annual Bonus

About the Role

This is a fantastic opportunity for you, a 1 Line Support Engineer / or 1 and 2 Line support Engineer to join a thriving IT Support Company to provide first class support to their varied client base.

There is lots of opportunity for training and development and to move into a more dedicated 2 Line support position – and possible 3 line further down the line.

You’ll act as the first point of contact for customer IT issues, providing high-quality technical support, troubleshooting a wide range of hardware, software, and networking problems, and escalating more complex cases as your experience grows.

This role is ideal for someone proactive, customer-focused, and keen to build a long-term career in IT support.

Key Responsibilities
Serve as the first point of contact for IT support queries via phone, email, and ticketing system Log, update, and manage support tickets with accurate and detailed information Diagnose and resolve common hardware, software, OS, and network issues Communicate clearly with users of varying technical ability, including non-native English speakers Take ownership of tickets and ensure timely resolution within SLAs Work calmly under pressure and prioritise effectively Escalate recurring issues, trends, or complex cases to senior engineers Use remote support tools to troubleshoot efficiently Maintain internal documentation and follow established procedures Liaise with third-party suppliers when required Attend occasional customer site visits and represent the company professionally
Required Technical Skills
Good understanding of computer hardware, operating systems, and basic networking (TCP/IP, DNS, DHCP) Experience supporting Windows and macOS devices Working knowledge of Microsoft 365, Exchange Online, Azure AD/Entra ID Experience using ticketing systems Ability to diagnose issues remotely and over the phone Strong written and verbal communication skills Ability to work independently and as part of a team
Desirable Skills
2+ years’ experience in an IT Helpdesk or Technical Support role Customer-facing support experience Knowledge of ITIL best practices Experience with virtualisation technologies Basic scripting (PowerShell) Exposure to cyber security standards Additional languages
About you – if you have:
Confidently handling 1st-line tickets independently within probation Consistently meeting SLA targets Positive feedback from customers and colleagues Gradual progression into 2nd-line responsibilities Demonstrating initiative and a proactive approach to learning
If you are an experienced 1 / 2 Line support Engineer and looking for the next challenge with training and career progression, then Apply to me today!

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