2nd Line IT Support Engineer

Job Overview

We are looking for a 2nd Line IT support Engineer to work alongside the Service Desk Team, providing excellent technical support and troubleshooting to resolve our IT customers issues efficiently.

Abingdon

£30,000 - £35,000

• Provide technical support across devices, software, networks etc. to troubleshoot IT issues raised by customers and escalated by 1st line engineers
• Diagnose and resolve medium to high complexity technical issues relating to hardware, software, networks etc.
• Escalate complex issues to 3rd line engineers or external vendors when required
• Identify recurring problems and devise sustainable preventative measures
• Install and configure new IT equipment following technical specifications
• Offer hands‑on support and training to upskill team members
• Keep customers informed of progress and set expectations
• Maintain comprehensive documentation as it relates to server and network topology, equipment, and configurations
• Take ownership for obtaining information required to diagnose and resolve more complex problems
• Engage with third parties to jointly resolve in‑depth product issues

• Excellent communication skills, both written and verbal
• Ability to achieve successful outcomes in handling difficult situations
• Demonstrated analytical, diagnostic, and troubleshooting skills
• Ability to work in a fast‑paced environment
• Shows initiative and acts independently to resolve problems
• Works effectively both as a team member and independently
• Ability to provide great customer service
• Solid technical skills and good understanding of IT infrastructure and systems

• 21 Days Holiday increasing to 22 days after 3 years and to 25 days after 5 years
• Birthday Day Off
• Buy Holiday Scheme
• Employee Assistance Programme
• Enhanced Company Sick Pay
• Discounted Retail Vouchers
• Reduced Gym Membership
• Annual Salary Review
• SCG Mobile Benefit
• Pension Scheme
• Free On‑Site Parking
• Charity Events

SCG is proud to be an equal opportunities employer. We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010. We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.