Second-Line Service Desk Engineer

The Role
As an IT Second-Line Engineer, you’ll be a key escalation point for the Service Desk, resolving technical issues across desktops, servers, networks, and cloud platforms. You’ll communicate and work with clients to resolve issues, foster a documentation‑first mindset, learn and collaborate with senior technical staff, troubleshoot alongside and mentor first‑line engineers, and contribute to the smooth running of IT operations. This role suits someone who’s hands‑on, curious, keeps commitments, and is committed to delivering excellent service while dedicated to personal development.

We’re searching for someone who enjoys solving problems, learning new technologies, and helping others succeed. You take ownership of your work, communicate clearly, and thrive in a fast‑paced environment. You manage your time effectively, work with a sense of initiative, and focus on delivering high‑quality outcomes efficiently. You’re proactive about improving processes and documentation, and you understand how top‑notch IT support can make a real difference to a business.

Who is Spector?
Spector was established in 2002 to deliver high‑quality, rapid‑response IT services to a market hungry for better support. We’ve always embraced a Win/Win ethos for both staff and clients, firmly believing in the power of technology to ignite business success.

Today, we provide market‑leading solutions in cybersecurity, IT outsourcing, and business continuity—underpinned by a strong focus on IT Risk Management.

What is Spector’s Vision?
While our core product is managing business technology, we believe that people come first. We protect our clients and their technology using cutting‑edge tools and strategic guidance. This enables them to grow with confidence, free from the fear of cyber threats or operational downtime.

Whether it’s helping a client’s staff member with a simple issue or resolving a high‑impact incident for an executive, we take ownership and see it through to the best outcome. This clarity of purpose drives our high client retention and attracts like‑minded customers to our business.

Comprehensive knowledge in each of the below areas is not a requirement for application. We want to hear from you if you have working knowledge in majority of responsibilities listed.

Key Responsibilities
Tier‑2 Support & Escalation

Own and resolve Second‑Line support tickets across desktops, servers, networks, and cloud systems.

Escalate to senior engineers when necessary.

Document escalations, major incident resolutions, and undocumented fixes, while keeping existing knowledge up to date.

System Administration

Install, configure, and maintain IT systems and infrastructure.

Administer Windows Server, Microsoft 365, and virtualization platforms.

Manage backups and assist in disaster recovery testing.

Device & Network Management

Support device management through Microsoft Intune and related tools.

Troubleshoot compliance, configuration, and connectivity issues.

Diagnose LAN/WAN, Wi‑Fi, switch, and firewall problems, escalating complex cases as needed.

Client Service & Collaboration

Deliver excellent customer service, both remotely and on‑site.

Communicate clearly with clients and internal teams.

Mentor First‑Line engineers and assist with project deployments and major incidents.

Skills & Experience

Experience: 3+ years in IT support, ideally within an MSP or multi‑client environment.

Technical Areas: Windows Server, Microsoft 365, Azure, Intune, networking, and backups.

Security Tools: Familiarity with modern cyber‑security tools (Ticketing systems, RMM, AV & Malware, etc.)

Soft Skills: Strong troubleshooting ability, clear communication, customer focus, and the ability to hold a conversation with a stranger.

Teamwork: Works well independently and collaboratively.

Certifications: Microsoft, CompTIA, or other relevant industry certs are beneficial but not essential.

Other: Full clean driving license preferred (for occasional client site visits).

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