2nd Line IT Support Engineer

Location Macclesfield
Discipline: Technology Recruitment
Contact name: Jonathan Carr

Contact email: jonathan@genrec.co.uk
Job ref: JCITSUP01
Published: 7 days ago

Are you an experienced 2nd Line Support Engineer with a passion for IT and customer service? Genesis Recruitment is thrilled to offer a fantastic opportunity on behalf of our client, a leading IT managed services provider based in Macclesfield, Cheshire. Our client is dedicated to delivering exceptional IT solutions and support to their diverse range of clients.

Role Overview: As a 2nd Line Support Engineer, you will play a crucial role in providing advanced technical support, ensuring the smooth operation of IT systems, and maintaining high levels of customer satisfaction. You will work within a dynamic team, addressing escalated issues and collaborating on innovative solutions.

Key Responsibilities:

  • Provide second-line technical support for hardware, software, and network issues.

  • Troubleshoot and resolve complex IT problems escalated from 1st Line Support.

  • Install, configure, and maintain IT systems and applications.

  • Assist with network administration, including routers, switches, and firewalls.

  • Perform regular system maintenance and updates.

  • Document technical procedures and solutions.

  • Deliver exceptional customer service, maintaining a high level of client satisfaction.


  • Minimum of 4 years of experience in a 2nd Line Support role or similar.

  • Strong knowledge of Windows and Mac operating systems.

  • Experience with network configurations and troubleshooting (LAN/WAN, VPN, etc.).

  • Proficiency in Active Directory, Office 365, and virtualisation technologies.

  • Excellent problem-solving skills and attention to detail.

  • Strong communication skills, both written and verbal.

  • Ability to work independently and as part of a team.

  • Relevant certifications (e.g., CompTIA Network+, Microsoft Certified: Azure Fundamentals) are a plus.

Core Value Alignment: The ideal candidate should align with the following core values:

  • Friendly: Building positive relationships and fostering a collaborative atmosphere.

  • Outstanding: Striving for excellence in all tasks and responsibilities.

  • Contentious: Demonstrating meticulous attention to detail and dedication.

  • Unrivalled: Aiming to be the best in the industry and delivering top-notch service.

  • Supportive: Providing unwavering support to clients and team members alike.

Why Join Us?

  • Team Culture: Work in a friendly, supportive environment where your contributions are valued.

  • Career Growth: Opportunities for professional development and career advancement.

  • Innovative Work: Be part of a company that embraces new technologies and solutions.

  • Client Focus: Make a real impact by providing exceptional support to our clients.

If you embody these values and are ready to take the next step in your IT career, we want to hear from you!