2nd Line Engineer

Join our Team as a 2nd Line Engineer!

Location: Whiteley Fareham

Salary: Per Annum

Hours: 37.5 hours a week between 8:00am- 6:00pm Monday to Friday

About the role:

Step into a dynamic clientfacing position where no two days look the same. As a 2nd Line Engineer youll be the goto technical expert providing seamless onsite and remote support across a variety of customer environments. Youll cover absence and leave for other engineers tackle scheduled maintenance and deliver handson project work all while keeping systems running smoothly and customers feeling supported. If you thrive on variety autonomy and solving realworld IT challenges this role puts you right at the heart of the action.

What makes you a great fit:

• Full UK driving licence (essential)

• GCSE Level 4 in Maths and English

• Desirable: ITIL Foundation MCP/MCSA or other vendorled certification

• Outstanding customer care communication and active listening

• Confident working in a fastmoving environment with shifting priorities

• Solid understanding of MSP operations; outsource experience beneficial

• Familiar with Microsoft technologies including Office 365 Azure Windows 711 Server AD Exchange HyperV SQL Server

• Experience with VoIP telephony (hosted and onpremise)

• Good numerical literacy and general computer skills

• A team player with a cando attitude and strong business awareness

• Selfstarter with excellent time management

• Able to maintain confidentiality and professionalism

• Strong analytical and problemsolving skills

Key responsibilities:

• Provide roaming onsite and remote cover for Outsource Engineers

• Carry out scheduled maintenance visits for nonOutsource customers

• Deliver small onsite projects including PC installs network hardware setups and office moves

• Maintain accurate customer documentation

• Manage your own schedule and keep the PSA calendar updated

• Monitor categorise and prioritise incoming tickets

• Communicate with customers on progress changes and planned outages

• Resolve or escalate issues within agreed SLAs

• Support a wide range of customer lineofbusiness applications

• Provide IT support across Microsoft technologies and virtual environments (Microsoft VMware Citrix)

• Deliver networklevel support including WAN/LAN routers firewalls and security

• Implement and support VPN and Remote Desktop Services

• Support VoIP telephony solutions

• Diagnose and repair hardware faults

• Record time and expenses accurately in the PSA system

Perks for our People:

• Holidays: 24 days bank holidays

• Other Leave: Birthday day off

• Lifestyle: 8% combined pension contribution

• Rewards: Quarterly employee awards and prizes

• Socials: Paid company events

• Wellbeing Mental Health first aiders and monthly inhouse social events

• Eye care includes paid eye test and 75 towards glasses

Who we are:

Matrix is part of the Onecom Group. Onecom is an award-winning provider of Communication Technology trusted by UK organisations to deliver Simply Brilliant Customer Experiences.

ED&I:

We are committed to equity diversity and inclusion and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.