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2nd Line Support Engineer

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Job summary

Location: Sale, Manchester

Work style: Full-time, Office Based

Salary: Competitive, salary negotiable dependant on experience

Closing date: N/A

Job Description

Based and working within a busy IT Support office in a very well-established, fast-growing cloud services provider, offering an exciting opportunity for the right individual to learn about all the latest technology as well as having the prospect of furthering their career as the company continues to grow rapidly.

This role would suit someone who is enthusiastic, motivated, has exceptional attention to detail, are flexible and proactive, can work as part of a team as well as using your own initiative, be able to troubleshoot complex issues and take a positive approach to problem-solving and be able a good communicator both written and verbal.

Based from Venom IT office.

Job Role


  • Provide 2nd line support for all customers via phone, email or face-to-face, and remotely.
  • Provide an escalation point for 1st line colleagues. 
  • Following in-depth diagnosis, escalate to 3rd line where applicable. 
  • Log all incidents and requests within the agreed service desk work management system.
  • Keep customers informed at all times. 
  • Manage, prioritise and plan own work queue and deal with calls within the set SLAs. 
  • Provide support and training to 1st line colleagues. 
  • Proactively drive your own training from senior members of staff to bridge the knowledge gap.
  • Identify and drive through opportunities for improvement/change via Service Improvement.
  • Create and maintain knowledgebase articles to enable consistency and learning within the team.

Technologies Used

  • Hardware Virtualisation – Citrix / VMWare virtualisation software.
  • Client Operating Systems – Microsoft Windows OS (Windows 7 to Windows 10), Apple OS X.
  •  Server Operating Systems – Microsoft Server 2003 to Server 2019 including Small business variants (2003, 2008, 2011).
  • Applications – MS office suites, Citrix XenApp, Sage, SQL, Backup software, Hardware firewalls.



  • Communicate effectively face to face or via email as appropriate with staff at all levels, including Directors and Senior Management. 
  • At least 12 months experience in a 2nd line IT Service Desk role or looking to make the move from being an established 1st line Engineer and now looking for progression.
  • Excellent communication and customer service skills. 
  • Track record of a positive approach to learning. 
  • Must have a strong working knowledge of Windows operating systems incl. 7, 8 and 10.  Server OS 2003, 2008, 2012, AD, MS Exchange, Group Policy.  Knowledge of terminal services, Citrix and VM Ware are highly desirable.
  • Good problem-solving skills, and ability to work well as an individual and as part of a close team.
  • Ability to deliver to tight timescales and changing priorities.
  • Any qualification in the Microsoft suite of products / ITIL / CISCO would be preferable although not essential
What we can do for you

Mental Health and Wellbeing support

Private Mental Health insurance

Optical cash back

Cash back on glasses

Dental Cash Back

Cash back on Dental work

Gym Membership

Enjoy a gym membership nationwide with Sports Direct

Birthday Day Off

Enjoy your special day without worrying about work.

Reward gateway retail discount scheme

Enjoy tonnes of discounts and offers not found anywhere else online.

Length of service Bonus Reward

A cash bonus every few years for your loyalty to us

Personal Development Opportunities

Earn while you Learn

23 days holiday + bank holidays

For those important days off

Auto Enrolment Pension Scheme

Better than statutory, set yourself up for the future

Onsite Parking

Free parking in Sale anytime

Parties and Socials

Quarterly Socials and Annual Christmas Party

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