2nd Line Service Engineer - IT (24/7 Shift)

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.

Benefits

20% Shift Allowance (£38,400 OTE)