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Technical Engineer (2nd Line)

Location: Cardiff, South Wales

Salary: £30,000 – £32,000 (dependent on experience) + Bonus+ wide range of benefits.

Accelerate Your Career With Techsol Group

Techsol Group are an experienced IT solutions provider that has been delivering IT excellence for over 25 years. We are a business that places our customers first, ensuring they receive the best quality technologies that meet business needs. With a highly experienced team, we are a company that values integrity, respect, knowledge, and well-being.

Due to our continued success and ever-growing customer base, we are looking to immediately appoint a Technical Engineer (2nd line).  As a Technical Engineer – 2nd Line, you will be responsible for providing technical assistance and support to internal users and clients in resolving complex IT/Helpdesk issues. Working closely with the IT services team, you will diagnose and troubleshoot software and hardware problems, escalate issues as necessary, and ensure timely resolution to minimise downtime and disruption to operations.

Key Responsibilities of the Technical Engineer (2nd line):

  • Provide efficient and effective 2nd line technical support to internal users and clients via phone, email, and in-person.
  • Diagnose and troubleshoot complex IT issues related to software, hardware, network, and infrastructure.
  • Escalate unresolved issues to the appropriate teams or vendors and follow up to ensure timely resolution.
  • Document all support activities, including troubleshooting steps, resolutions, and system configurations.
  • Assist in the deployment and configuration of new hardware, software, and systems.
  • Maintain and update IT inventory, including hardware, software licenses, and equipment documentation.
  • Collaborate with other IT teams to identify recurring issues and recommend long-term solutions to improve system performance and reliability.
  • Stay current with industry trends, technologies, and best practices to continuously enhance technical skills and knowledge.
  • There will be occasional on call hours, 1-4 weeks supported by a substantial payment.

Personal competence Requirements of the Technical Engineer (2nd line):

  • Proven track of experience in a similar role providing 2nd line technical support in a corporate environment.
  • Strong knowledge of Windows and Mac operating systems, Microsoft Office Suite, and productivity tools.
  • Experience with troubleshooting hardware, software, network, and infrastructure issues.
  • Excellent communication and customer service skills with the ability to explain technical concepts to non-technical users.
  • Solid analytical and problem-solving skills with a detail-oriented approach.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • IT certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are an advantage as significant development and career development opportunities are available.

5 Reasons why you will want to work for Techsol Group Limited

  1. Making a difference – You’ll make a difference by being a valued member of a growing and successful company, working with a team of like-minded individuals who each have a voice
  2. Healthy work-life balance – You will be working for a company that helps support a healthy work-life balance.
  3. Social Responsibility – You will be working for a company that actively strives to be socially responsible and have fun!
  4. Continuous learning – You will be working for a company that advocates continuous learning.
  5. Honesty over profit – You will be working for a company that places ethics, honesty and relationships before profit.

Applications are required ASAP as interviews and appointment will commence immediately.

Alternative Titles: IT Support, Helpdesk engineer, 2nd line IT helpdesk support, IT Field Engineer, IT Helpdesk Advisor, Application Support Analyst, Systems Engineer.

Job Types: Full-time, Permanent


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