2nd Line Engineer

08.01.24 Tom Proctor

Please note this a hybrid role based out of our Chesterfield office.

Job Role: 2nd Line Engineer

Reports to: Service Desk Manager


This position will provide technical support to AAG’s customers within a service desk environment mainly managed by remote access however on-site visits may be required.  A good technical knowledge is essential to ensure incidents and problems are dealt with quickly and efficiently.  A desire to provide an exceptional customer experience at all times is a must along with an understanding of the commercial goals of the business as a whole.


  • Provide support for incidents related to hardware, software, network connectivity and application services to a wide variety of external customers.
  • Manage and own incident tickets via our Autotask ticket management system, providing customer updates to agreed timeframes.
  • Resolve incidents to stringent customer defined SLA’s, escalating tickets where required to ensure SLA’s are consistently met.
  • Drive service improvement within the service desk to improve first time fix resolution times.
  • Communicate clearly, effectively and in a timely manner with all customers.
  • Create and maintain accurate documentation within the centralised management database.
  • Provide any on-site support to resolve customer service outages as required to meet SLA’s.
  • Continue to develop technical knowledge and skillset through formal training, informal training and hands on practical experience.


  • Minimum 2 years’ experience in a 1st Line role within a service desk environment.
  • Good knowledge of Windows Server, Virtual environments (VMWare), SQL Server, MS Windows, Networking LAN, WAN, VPN and Wireless, Active Directory, Antivirus.
  • Microsoft 365 and related technologies
  • Exchange Online
  • Conditional Access/MFA
  • Firewalls (NAT/PAT/ACL’s)
  • PC hardware/software trouble-shooting skills.
  • Excellent communication and interpersonal skills; professional telephone demeanour.
  • Strong customer service skills and attention to detail.
  • Patience, ability to work under pressure and good organisational skills.
  • The ability and desire to develop the role and make it your own, suggesting improvements for process where appropriate to enhance internal and external experiences.
  • Committed to achieve the AAG vision.

Apply for the Apprentice Support Engineer role below.

Please note this is a hybrid role based out of our Chesterfield office.

Apply for the 2nd Line Engineer role below.

Please note this is a hybrid role based out of our Chesterfield office.

Drop files here or
Accepted file types: pdf, doc, docx, Max. file size: 20 MB, Max. files: 2.
    This field is for validation purposes and should be left unchanged.

    Related insights

    Browse more articles from our experts and discover how to make better use of IT in your business.

    Megan, Alexa and Tawanda in the office

    Strategic Account Manager


    This position will include offering strategic support to existing clients as well as establishing relationships with new and potential ones. Read More

    Sam at his desk