Location: One2call HQ
Type: Full-Time
Salary: £28k-32k
Working Hours: 42.5 hours including 30-minute paid lunch - Monday to Friday between 7:00-19:00
Annual Leave Entitlement: 20 days holiday (rising to 25) + Bank Holidays
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About One2Call – Your Managed Technology Provider
At One2Call, we’re not just another MSP, we are a Managed Technology Provider. Since 2007, we’ve been helping businesses across the Midlands and North of England thrive by delivering fully managed services across the full spectrum of business technology.
Our core services include:
- Managed IT Services
- Business Connectivity & Internet Solutions
- Voice and Unified Communications
- Cyber Security & Compliance
- IoT & Smart Technologies
- Business Intelligence & Automation
We pride ourselves on being friendly, local, honest, and easy to work with—always putting people first. We’re growing and evolving fast, and we want people on our team who are ready to grow with us.
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The Role: 2nd Line Support Agent
We are seeking a skilled and motivated 2nd Line Service Desk Engineer to join our team. In this role, you will be the technical expert, providing advanced support and resolving complex IT issues. Your expertise will be crucial in maintaining our high standards of service and ensuring client satisfaction.
This role is perfect for an engineer who is curious, adaptable, and hungry to learn. As technologies evolve, we want someone who evolves with them and helps drive innovation across our customer base.
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Key Responsibilities
- Technical Support: Provide intermediate technical support, acting as an escalation point for 1st Line Engineers.
- Incident Management: Manage and resolve 2nd Line incidents, requests, and change requests in line with Service
- Level Agreements (SLAs).
- Customer Service: Ensure high standards of customer service, resolving issues efficiently and effectively.
- System Monitoring: Monitor clients’ IT systems using remote monitoring tools.
- Documentation: Maintain accurate records of issues and resolutions.
- Collaboration: Work closely with 3rd Line Engineers for complex issues and escalations. Work as a mentor for 1st line
- Engineers and help them with “technical Coaching”
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What You’ll Bring
Essential Skills & Experience
- Experience: Previous experience in an IT helpdesk support role.
- Technical Skills: Knowledge of Windows 10/11, Office 365, and Windows Server.
- Problem-Solving: Strong troubleshooting skills and a proactive approach to problem-solving.
- Communication: Excellent communication skills, both written and verbal.
- Customer Focus: Strong focus on delivering excellent customer service. Desirable (Nice to Have)
- Microsoft Certified: Azure Fundamentals or M365 Fundamentals
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Who You Are
We’re looking for someone who:
- Is eager to learn and takes initiative
- Embraces change and enjoys learning new technologies
- Builds trust with customers
- Supports the team and takes ownership of outcomes
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Our RISE-UP Values
We believe great people build great companies. Our team lives by our RISE-UP values:
- Responsibility – We own our work, our actions, and the outcomes.
- Integrity & Trust – We do what’s right, even when no one is watching.
- Service Excellence – We go the extra mile to deliver the best for our customers.
- Effort = Results – We believe hard work, structure, and persistence bring results.
- Understanding & Empathy – We listen, understand, and care for our customers and each other.
- Progress & Growth – We’re always learning, always improving. If you live these values too, you’ll thrive at One2Call.
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Benefits
- Work Fitness scheme
- Private Healthcare
- Internal Gym
- 2 hours per week of paid learning during working hours, with an optional 2 hours of paid learning outside of working hours.
- Team Building Events
- Free On-site Parking
- Company Pension
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What a Typical Day Could Look Like This isn’t your average 9–5 tech support role. As a Level 2 Service Desk Engineer at One2Call, no two days are the same, but here are a couple of real-life examples of what your workday might involve:
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Example 1:
A 2nd Line Service Desk Engineer might be assigned an escalated ticket where a client is experiencing intermittent connectivity issues with their VPN. After reviewing the logs and running diagnostics via the remote monitoring system, the engineer identifies a misconfigured firewall rule causing session drops. They apply the correct configuration, test the connection, and confirm stability with the end user. Full documentation is added to the PSA system, including steps taken and a recommendation for a proactive firewall rules audit, which is then passed to the client’s account manager.
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Example 2:
Later in the day, the engineer might be tasked with onboarding a new staff member for a managed client. This includes provisioning a new Office 365 account, configuring email and Teams access, applying security policies, and deploying the user’s machine via an automated setup process. After performing final checks and confirming access with the end user, the engineer updates internal documentation, flags any inconsistencies in the onboarding template, and feeds back suggestions to improve the process for future hires.
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Ready to Apply? If you’re ready to elevate your career and join a team that’s passionate about technology, people, and service, apply today.