2nd Line IT Engineer

TL;DR

2nd Line IT Engineer: Provide advanced technical support for internal and external clients using Evolve product with an accent on troubleshooting, incident management, and system configuration. Focus on handling escalations, mentoring 1st line engineers, and ensuring efficient resolution of complex IT issues across multiple areas.

Location: Stansted, United Kingdom

Salary: GBP £39,000/Yr. (GBP £29,000/Yr. also mentioned)

Company

UK leader in vehicle repairs owned by Aviva, returning cars to the road in 11 days on average with a 4.6/5 star customer rating.

What you will do

• Handle escalations from 1st Line Support and consult 3rd Line for complex issues.
• Provide advanced troubleshooting and problem-solving across IT areas.
• Prioritise tickets, balance calls with resolutions, and manage incidents/service requests.
• Install, configure, and support IT systems and projects.
• Provide on-call support for P1 incidents 24/7 based on rota.
• Escalate issues, raise risks/cyber incidents, and follow documentation.

Requirements

• Advanced troubleshooting and problem-solving skills in IT.
• Experience in service desk, ticket prioritisation, and incident management.
• Ability to install, configure, and support IT systems.
• Availability for on-call rota covering 24/7 P1 incidents.
• Collaborative approach to escalations and supplier relationships.

Culture & Benefits

• Competitive salary based on location, skills, experience.
• Bonus tied to performance and company success.
• Company pension with employer contributions.
• 33 days’ holiday (including bank holidays), buy/sell up to 5 days.
• Discounts on Aviva products and retailers.
• Supportive policies for parental/carer's leave and wellbeing (Group Income Protection, 24/7 GP).

Hiring process

• Apply online; team contacts within 14 days.
• Guaranteed interview for disabled applicants meeting minimum criteria (email after applying).