2nd Line Support Engineer Job Description
Provide technical support and problem resolution for users and IT systems that require more in-depth investigation than first-line support can deliver. This role bridges day-to-day user support and technical teams, resolving incidents, executing changes and improving reliability.
What does a 2nd Line Support Engineer professional do?
A 2nd Line Support Engineer diagnoses and resolves more complex IT incidents, performs system maintenance, and escalates or implements technical solutions to keep services running.
2nd Line Support Engineer job description template
Use this employer-ready example as a starting point, then replace the placeholders and adjust the content so it accurately reflects your vacancy.
2nd Line Support Engineer
About the role
[Organisation] is looking for a 2nd Line Support Engineer to join our IT team supporting internal users and client systems. You will investigate incidents escalated from the service desk, perform remote and on-site troubleshooting, manage user accounts and permissions, apply patches and updates, and coordinate fixes with suppliers and engineering teams. This role offers [hybrid/remote pattern], reports to [line manager], and is part of a team of [team size].
Key responsibilities
- Triage, diagnose and resolve incidents and service requests escalated from 1st line using established processes and tooling.
- Perform technical troubleshooting across desktops, laptops, Windows servers, Office 365/Azure services and basic network issues (TCP/IP, DNS, DHCP).
- Manage user accounts, group membership and permissions in Active Directory/Azure AD and related systems.
- Apply patches, updates and configuration changes in line with change control procedures and maintain system documentation.
- Escalate complex faults to 3rd line/engineering or vendors, providing full incident history and diagnostic data.
- Deploy new hardware and software, assist with imaging, provisioning and device lifecycle activities.
- Monitor systems and alerts, investigate recurring incidents, and suggest improvements to reduce repeat issues.
- Maintain and update knowledgebase articles and runbooks to improve first- and second-line resolution rates.
Essential skills and experience
- Experience in a 2nd line support, desktop support or service desk role.
- Strong troubleshooting skills across Windows desktop and server environments.
- Familiarity with Active Directory, account management and common productivity suites (eg Microsoft 365).
- Experience using an IT ticketing system and following ITIL-style incident/change processes.
- Good communication skills for working with end users and technical teams.
- Ability to collect diagnostic evidence and document steps taken to resolve incidents.
- Right to work in the UK.
Desirable
- Certifications such as CompTIA A+/Network+, ITIL Foundation or Microsoft certifications.
- Experience with cloud services (Azure, Microsoft 365), virtualisation (Hyper-V/VMware) or container basics.
- Scripting skills (PowerShell or similar) for automation and bulk administration tasks.
- Experience with MDM/endpoint management, VPNs, firewalls and network troubleshooting tools.
- Familiarity with remote support tools, monitoring platforms and backup solutions.
- Previous exposure to service delivery KPIs and target-driven environments.
What we offer
- [Pension scheme]
- [Annual leave entitlement + bank holidays]
- [Hybrid working or remote working options]
- [Training and professional development budget]
- [Health and wellbeing allowance or private healthcare placeholder]
- [On-call allowance or shift premiums if applicable]
How to apply
Apply with your CV and any additional information requested. Make the interview process, closing date and any assessment stages clear where known.
Use this as a starting point rather than a final advert. The strongest version will reflect the real role, salary, location, systems, responsibilities, benefits and working arrangements.
What is a 2nd Line Support Engineer role?
A 2nd Line Support Engineer provides intermediate technical support between the service desk and specialist engineering teams. They handle incidents that require deeper diagnostic work, maintain and configure systems, and implement fixes or temporary workarounds. The role often includes provisioning, patching, documentation and coordination with suppliers to restore services and reduce recurrence of issues.
Team
Part of the IT support or service delivery team, interfacing with 1st line and engineering teams.
Hours
Typically office hours with possible participation in on-call rota, shift work or occasional out-of-hours support.
Contract
Commonly permanent, full-time roles; temporary contracts and consultancy positions are also available.
Typical 2nd Line Support Engineer responsibilities
Responsibilities should reflect the real scope of the vacancy rather than every task someone in this profession might ever complete.
Triage
Triage, diagnose and resolve incidents and service requests escalated from 1st line using established processes and tooling.
Perform technical troubleshooting across desktops,
Perform technical troubleshooting across desktops, laptops, Windows servers, Office 365/Azure services and basic network issues (TCP/IP, DNS, DHCP).
Manage user accounts
Manage user accounts, group membership and permissions in Active Directory/Azure AD and related systems.
Apply patches
Apply patches, updates and configuration changes in line with change control procedures and maintain system documentation.
Escalate complex faults
Escalate complex faults to 3rd line/engineering or vendors, providing full incident history and diagnostic data.
Deploy new hardware
Deploy new hardware and software, assist with imaging, provisioning and device lifecycle activities.
Monitor systems
Monitor systems and alerts, investigate recurring incidents, and suggest improvements to reduce repeat issues.
Maintain
Maintain and update knowledgebase articles and runbooks to improve first- and second-line resolution rates.
2nd Line Support Engineer skills and experience to look for
Keep the essential list focused on what the person really needs to perform the role. Move useful-but-trainable experience into desirable criteria.
Usually worth prioritising
- Experience in a 2nd line support, desktop support or service desk role.
- Strong troubleshooting skills across Windows desktop and server environments.
- Familiarity with Active Directory, account management and common productivity suites (eg Microsoft 365).
- Experience using an IT ticketing system and following ITIL-style incident/change processes.
- Good communication skills for working with end users and technical teams.
- Ability to collect diagnostic evidence and document steps taken to resolve incidents.
- Right to work in the UK.
Useful where relevant
- Certifications such as CompTIA A+/Network+, ITIL Foundation or Microsoft certifications.
- Experience with cloud services (Azure, Microsoft 365), virtualisation (Hyper-V/VMware) or container basics.
- Scripting skills (PowerShell or similar) for automation and bulk administration tasks.
- Experience with MDM/endpoint management, VPNs, firewalls and network troubleshooting tools.
- Familiarity with remote support tools, monitoring platforms and backup solutions.
- Previous exposure to service delivery KPIs and target-driven environments.
See our guide to what to include in a job advert before publishing.
How to write a 2nd Line Support Engineer job advert
Small role-specific details can make the advert much easier for suitable candidates to assess.
Be specific about systems
List the core technologies and services candidates will support (e.g. Active Directory, Microsoft 365, VMware, specific ticketing system). This helps attract applicants with the right experience.
Clarify shift and on-call expectations
State whether the role includes evenings, weekends or an on-call rota and whether there is an out-of-hours allowance.
Show progression and training
Mention opportunities for certification or progression to infrastructure or engineering roles to appeal to career-minded technicians.
Use measurable responsibilities
Refer to typical workloads, SLAs or ticket volumes only if accurate; cite the level of autonomy and expected resolution ownership instead of vague phrases.
2nd Line Support Engineer salary considerations
Rather than a fixed figure, 2nd line support pay varies widely. Employers should consider multiple factors when setting a salary range, including experience, technical skills, location and shift or on-call requirements.
depending on experience
- Use a genuine range
- Separate variable pay
- Avoid “competitive” alone
- Match salary to seniority
What 2nd Line Support Engineer candidates will want to know
Practical details can influence whether a suitable candidate applies, even when the title and salary are attractive.
What systems and platforms will I support?
Candidates want to know the specific technologies they’ll work with (for example Windows Server versions, Azure services, virtualisation platform, ticketing tool).
Is there an on-call rota or out-of-hours expectation?
Clarify frequency, notice period, compensation and whether on-call duties are remote or require site attendance.
What level of escalation exists to 3rd line or suppliers?
Experienced applicants will want to understand escalation paths, SLAs and how much autonomy they’ll have before escalating.
What training and certification support is available?
Candidates expect details about budgets, study time, and employer support for technical certifications and career development.
What does a typical shift look like?
Offer sample daily tasks, average ticket numbers or split between project work and reactive support to set realistic expectations.
How large is the support team and who will I report to?
Knowing team size and reporting structure helps applicants assess workload, peer support and progression opportunities.
Where to post a 2nd Line Support Engineer job
2nd line support roles reach candidates on a mix of general and specialist channels. Use broad UK job boards and LinkedIn to reach active jobseekers, and add IT-specific sites, MSP forums or local tech community groups to target hands-on support engineers. Consider local colleges, apprenticeship networks or niche recruiters if you need junior hires or candidates with specific certifications.
Related information technology job descriptions
Recruiting for a slightly different role? These templates may be a closer fit.
2nd Line Support Engineer job description FAQs
Do I need formal certifications to hire a 2nd Line Support Engineer?
No single certification is mandatory in most organisations. Relevant certificates (Microsoft, CompTIA, ITIL) are advantageous and can be desirable, but practical hands-on experience and problem-solving ability are usually more important.
Should the role include on-call duties?
That depends on service requirements. If systems must be available outside business hours, include on-call in the job spec and describe the rota, response times and additional compensation.
Is it common to require a degree?
Many employers do not require a degree for 2nd line roles. Practical experience, technical competence and relevant certifications often substitute for formal academic qualifications.
What checks should employers perform?
Basic right-to-work checks are standard. If the role involves working with vulnerable groups or regulated data, additional background checks or security screening may be required.
How do I set realistic performance expectations?
Define SLA targets, average ticket volumes and escalation procedures. Focus on measurable outcomes such as resolution time, first-time fix rate and customer satisfaction rather than vague goals.
Can this role be fully remote?
Some 2nd line tasks can be handled remotely, but on-site presence may be necessary for hardware, new device provisioning or sensitive infrastructure tasks. State the expected on-site vs remote balance.
Create your advert
Use the template text and placeholders above to build a clear job advert that sets expectations for technologies, hours and progression. Include details on hybrid working, on-call arrangements and training support to attract experienced candidates.
