Infrastructure Engineer 2nd Line

  • Location

    United Kingdom

  • Sector:


  • Job type:


  • Salary:

    £38k salary +£5k bonus

  • Contact:

    Trevor Jackson

  • Job ref:


  • Published:

    almost 2 years ago

  • Expiry date:


Job Title: Infrastructure Engineer 2nd Line

Job Type: Permanent

Location: London

Salary: Up to 38k  depending on skills and experience

About us

Founded in 2002 and swiftly established a reputation for pioneering innovation in the technology market. From launching the world’s first Virtual private LAN in 2006 on our privately-owned 100GigE secure and super-fast Network to our recent work integrating SD-WAN and SD-DC, our commitment to innovation has resulted in us being recognised as a world-class IT Service provider, one of the fastest-growing private companies in the UK and have 8 ISO accreditations to our name.

Overall purpose of the job:

  • To provide remote IT Systems support within the agreed Service Level Agreements
  • Maintain close working relationships with a subset of prestigious customers and all internal stakeholders in order to reach objectives, and ensure a seamless delivery of customer requirements
  • Manage and own support incidents and changes to drive customer issues through to resolution
  • To work collaboratively with 3rd party vendors and other internal teams to bring a resolution within SLAs
  • Act as a support function within a specialist team of engineers who are focused on a subset of specific customers
  • Participate in an on-call rota as required

Infrastructure Engineer 2nd Line Responsibilities

  • Respond to support calls as assigned within Service Level Agreements; ensuring calls are quickly and accurately logged, closed and analysed to prevent future occurrences, and that call resolution priorities are met
  • Escalate problem calls within the Cloud team to meet Service Level Agreements and ensure maximum level of customer satisfaction
  • Troubleshooting customer technical faults and working with external vendors and service providers to achieve fault resolution
  • Work as a team to deliver timely resolution to customer requests received from telephone, email, and automated monitoring
  • Maintain an understanding of the internal escalation process to reduce escalation and SLA breaches
  • Maintain professional working relationships with customers, suppliers and work colleagues
  • Ensure all knowledge base documents are updated, stored consistently in a single system
  • Work proactively to ensure that all knowledge information is maintained and updated on an on-going basis
  • Any other fair and reasonable task or duty assigned to you by your Manager, or other senior staff member
  • Cover out of hours on a team rota for 1 week in ‘x’, where ‘x’ is the number of MS Engineers





Professional Experience Required:

  • Experience in providing Technical Support (1st and 2nd Line Support) in an ITIL based environment
  • Previous experience in a fast-paced customer facing/MSP helpdesk role
  • Ability to provide a customer focused service to committed Service levels
  • Ability to work under own initiative, manage own time, and work to deadlines
  • Strong interpersonal and communication skills, particularly customer facing techniques and listening abilities
  • Proven ability to identify and resolve challenging technical problems
  • Sound judgement with demonstrable understanding of when and how to escalate issues
  • Ability to work with minimal supervision and manage a heavy workload
  • Ability to train and mentor junior team members of the service desk


  • Broad technical exposure in SCCM and Citrix infrastructure.

Working Hours:

  • 9am - 5.30am
  • On-call rota, 1 in 5 or 6
  • - 5% of basic salary
  • Also get time and half for overtime.


  • Pension
  • Bonus - around £5k
  • Medical insurance after probation period
  • Eyecare voucher
  • Cycle to Work scheme
  • Mileage/travel expenses as appropriate
  • Childcare Vouchers
  • 25+8 days holiday