2nd Line Service Engineer - IT

2nd Line Service Engineer - IT (24/7 Shift) Solihull, West Midlands £30,000 - £32,000 + 20% Shift Allowance (£38,400 OTE) Permanent | 4 on / 4 off Shift Pattern 12-hour shifts (7am-7pm & 7pm-7am) We're looking for a 2nd Line Service Engineer to join a brand new, high performing 24/7 support team. Working with a diverse customer base, you'll be responsible for resolving escalated technical issues, troubleshooting complex incidents, and delivering exceptional service against agreed SLAs. What You'll Be Doing

• Taking ownership of technical incidents through to resolution.
• Providing remote support across desktops, servers, and cloud environments.
• Troubleshooting Windows Server, desktop, virtualisation, and Azure-related issues.
• Monitoring and responding to system alerts and performance incidents.
• Maintaining accurate ticket updates, technical documentation, and knowledge base articles.
• Collaborating with internal teams, customers, and third-party suppliers.
• Participating in major incident management and structured shift handovers.
• Delivering excellent customer service within a fast-paced 24/7 support environment. Essential skills
• Previous experience in a 2nd Line Service Desk, IT Support, or Service Engineer roles.
• Experience working within an MSP (Managed Service Provider) environment.
• Strong troubleshooting and incident resolution skills.
• Experience supporting:
• Windows Desktop & Server environments
• VMware and/or Hyper-V
• Microsoft Azure
• Experience using ITSM/ticketing systems (ServiceNow preferred).
• Excellent communication and customer service skills. Desirable
• Experience working within a 24/7 or shift-based support environment.
• Exposure to monitoring tools such as LogicMonitor.
• Knowledge of networking technologies including LAN, WAN, VPN, and Wi-Fi.
• ITIL Foundation certification.
• Microsoft or other relevant technical certifications. You'll be a proactive, customer focused engineer with excellent problem solving skills and a passion for delivering outstanding support. Comfortable working under pressure, you'll thrive in a collaborative environment, take ownership of technical issues, and be committed to providing a first-class customer experience.