2nd Line Engineer

  • Apprenticeship Reference: 1380801464-2
  • Date Posted: 6 July 2024
  • Apprentice Employer: Tank Recruitment
  • Location: Oxfordshire
  • Apprentice Pay: On Application
  • Apprenticeship Sector: Driving, Project Management
  • Apprenticeship Type: Permanent
  • Work Hours: Full Time

About this Apprenticeship

Role: 2nd Line IT Engineer
Basis: Full Time
Location: Oxfordshire

Primary Purpose: My client is seeking a 2nd Line IT Engineer to join their dynamic team. The successful candidate will support, investigate, and resolve IT-related issues for MSP clients, ensuring all problems are addressed promptly.

Key Responsibilities:

  • Act as the first point of contact for support calls, emails, and sessions.
  • Serve as an escalation point for apprentice and 1st line engineers.
  • Log all support calls and keep clients updated.
  • Manage incident and request tickets, ensuring SLA compliance.
  • Provide direct support to clients and assist the Helpdesk Management Team with business improvements.
  • Maintain and manage escalations from apprentice and 1st line engineers.
  • Communicate daily with clients regarding open tickets and manage their expectations.
  • Work with clients' third-party suppliers and vendors as needed.
  • Adhere to company policies and procedures and meet role-related KPIs.
  • Log, manage, and resolve client IT issues.
  • Maintain the desktop asset register and configurations.
  • Undertake any other duties required to meet business needs.

Behaviors Required:

  • Strong communication skills.
  • Professional, approachable, and flexible.
  • Effective team player.
  • Energetic with a positive attitude.
  • Tenacious and customer-focused.
  • Attention to detail.
  • Creative problem-solver.

Person Specification:


  • Excellent knowledge of Windows 7/8/10 and MacOS installation and configuration.
  • Experience with Email Management/Configuration (Exchange 2013/2016, Office365).
  • Familiarity with Office365 Powershell command-lets and Email filter technologies (Mimecast, Barracuda, Sophos Email Gateway).
  • Experience with Microsoft Server OS (2012/2016/2019).
  • 2+ years' experience with medium-large businesses.
  • Strong knowledge of Active Directory and NTFS permissions.
  • Excellent troubleshooting, problem resolution, and client service skills.
  • Positive work attitude and continuous improvement mindset.
  • Ability to work independently under pressure.
  • Minimum of 2 years' IT experience in a corporate or services environment.
  • Driving license and own transport.


  • Certifications in Sophos Central/XG Firewall, Microsoft (MS-100, MS-101, MS-700), Apple, Comptia A+, Comptia N+.
  • Experience with wireless management (Ubiquiti, Meraki, Netgear) and group policy management.
  • MSP experience is advantageous.

How to Apply: If you meet the qualifications and are interested in this role, please submit your resume and cover letter