Second Line Service Desk Agent

The technical escalation point for our service desk, owning complex faults and changes across voice, connectivity, IT and cloud.

We're looking for an experienced second line engineer to become the technical escalation point for our service desk. You'll take ownership of complex faults and changes across voice, connectivity, networking, IT and cloud services, working independently from day one. You'll also help shape our internal knowledge base and support our first line team to resolve more at first contact.

What you will do

• Own escalated enquiries through to resolution, including complex and multi-supplier faults
• Plan and carry out changes, configurations and installations
• Manage carrier and supplier faults, holding third parties to account
• Identify recurring issues and recommend permanent fixes
• Write knowledge articles and coach first line colleagues
• Support first line when workload demands

What you will bring

• At least 2 years in a relevant role at an MSP, ISP or telecoms provider
• Hands-on experience with TCP/IP, VLANs, routing, firewalls and VPNs
• Experience with SIP and business telephony, broadband and leased lines, including Openreach fault processes
• Microsoft 365 and Windows administration
• The ability to work independently and prioritise a mixed workload
• Clear, professional communication with technical and non-technical clients

Nice to have

• CCNA, CompTIA Network+ or Microsoft certifications
• Mitel experience
• ITIL Foundation
• Experience in an ISO 27001 or ISO 9001 environment
• A full UK driving licence

Also on offer

• Fully funded learning and certification
• Odyssey broadband for your home
• Free on-site parking and EV charging

Hours and contract

• 08:30 to 17:30, Monday to Friday, plus the out-of-hours rota
• Full time, on site, based at Preston Farm, Stockton-on-Tees
• Holiday: 20 days plus bank holidays, rising by 1 day per completed year of service to 27 days
• Salary: £30,000 to £35,000 DoE

Appointment is subject to right-to-work and background screening checks.