2nd Line Service Engineer - IT (24/7 Shift)

2nd Line Service Engineer - IT (24/7 Shift)Solihull, West Midlands 30,000 - 32,000 + 20% Shift Allowance ( 38,400 OTE)Permanent 4 on / 4 off Shift Pattern12-hour shifts (7am-7pm and 7pm-7am)We''re looking for a 2nd Line Service Engineer to join a brand new, high performing 24/7 support team. Working with a diverse customer base, you''ll be responsible for resolving escalated technical issues, troubleshooting complex incidents, and delivering exceptional service against agreed SLAs.What You''ll Be DoingTaking ownership of technical incidents through to resolution.Providing remote support across desktops, servers, and cloud environments.Troubleshooting Windows Server, desktop, virtualisation, and Azure-related issues.Monitoring and responding to system alerts and performance incidents.Maintaining accurate ticket updates, technical documentation, and knowledge base articles.Collaborating with internal teams, customers, and third-party suppliers.Participating in major incident management and structured shift handovers.Delivering excellent customer service within a fast-paced 24/7 support environment.Essential skills Previous experience in a 2nd Line Service Desk, IT Support, or Service Engineer roles.Experience working within an MSP (Managed Service Provider) environment.Strong troubleshooting and incident resolution skills.Experience supporting:Windows Desktop and Server environmentsVMware and/or Hyper-VMicrosoft AzureExperience using ITSM/ticketing systems (ServiceNow ..... full job details .....