2nd Line Helpdesk IT Support Engineer

Oxfordshire 

£20,000 – £28,000 DOE

About the Company

Our client is a well-established IT solutions provider delivering managed IT services to SMEs throughout Oxfordshire and the Thames Valley. Their expertise spans network security, cloud services, email platforms, and multi-site infrastructure support, with a strong reputation for technical excellence and outstanding customer service.

The Opportunity

Due to continued expansion, our client is seeking a motivated 2nd Line Helpdesk IT Support Engineer to join their growing support team.

This varied position will involve diagnosing, troubleshooting, and resolving technical issues across a wide range of technologies, including connectivity, Microsoft environments, email systems, antivirus platforms, firewalls, and server infrastructure.

You’ll also have the opportunity to support technical pre-sales enquiries, providing valuable exposure to multiple areas of IT and managed services.

Key Responsibilities

• Deliver remote technical support via phone, email, and remote access tools
• Carry out routine IT administration and system maintenance tasks
• Manage support tickets from initial response through to resolution
• Troubleshoot and resolve technical issues, escalating where necessary
• Respond to customer queries in a professional and timely manner
• Liaise with third-party vendors and service providers
• Prepare reports and documentation for clients and internal teams

About You

The ideal candidate will be a strong communicator who enjoys working collaboratively within a close-knit team while also being confident managing their own workload.

You’ll be proactive, organised, and passionate about IT, with strong troubleshooting abilities and a desire to continuously develop your technical skills.

Education & Qualifications

• Minimum of 5 GCSEs
• 2 A-Levels (or equivalent)
• Additional IT qualifications, certifications, or training would be beneficial

Skills & Experience Required

• Previous experience in IT support, ideally within a helpdesk or MSP environment
• Strong knowledge of Microsoft Windows Desktop, Office, and Server technologies
• Excellent communication skills, both written and verbal
• Strong analytical and problem-solving skills
• Ability to prioritise tasks and manage time effectively
• Professional, self-motivated, and customer-focused approach
• Eagerness to learn new technologies and expand technical expertise
• Experience creating technical reports and documentation

Desirable Technical Experience

Desktop

• Windows 10 & 11 Professional
• Microsoft Office Applications
• Microsoft 365 / Office 365
• Microsoft Intune
• macOS
• Apple iOS
• Antivirus, EDR & XDR solutions
• SaaS backup platforms

Server

• Windows Server 2016–2025
• Microsoft Azure
• Hosted Microsoft Exchange
• Remote Desktop Services
• VMware
• Backup solutions including Datto, Veeam, and similar technologies

Networking

• Switches, routers, and wireless networking
• Firewall appliances such as WatchGuard
• Internet connectivity troubleshooting
• IPSec and SSL VPNs
• DNS and DHCP

This is a fantastic opportunity for someone looking to build their career within a growing MSP, gaining hands-on exposure to a broad range of technologies and client environments.

To apply, contact Kylie Richards at kylie.richards@aztrum.com or call 0208 164 5912.