Role Description

2nd Line Onsite Engineer (Woking) at IT Lab, Woking

Company Background
IT Lab is a leading technology and managed services provider in the UK, ranked within the top five European and top 50 global managed services suppliers and operates out of offices in London, Manchester and Cape Town and, via its global partners, in 13 countries across the world. The award-winning company provides a range of services including 24/7 support, cloud services, ERP software implementation, technology transformation and change projects, strategic consulting and analytics.
We are a dynamic and fast-growing company that truly values and is reliant upon our people, our culture and our commitment to excellence we call Service Obsession. Being the best means having the best people, and getting the best people means being the best place to work.
A core part of our business is our Cape Town operations centre from which we provide 24/7 support to our predominantly UK based clients and their global operations via a 1st – 3rd line service desk, 365 days per year. This operation is planned to expand significantly in the coming years. This expansion is to not only accommodate growth in our service desk, but also an expanding remit to broaden our local service capability.
An opportunity has arisen for a Second Line Support Engineer to join the team working onsite with one of our biggest clients in and around the Woking area, providing unparalleled service excellence to our base of over 400 clients and 13,000 end users across the UK.


The Role
The key deliverables of an On-site Support Services Engineer are to provide technical support to end users. This can include incidents; problems; requests or change control depending on the requirements of any of our customers. The engineer must possess excellent verbal and written communication skills as well as exceptional analytical and technical skills and continually look to improve on this. In addition, they need to collaborate with the entire operations team with positive communication and sharing of knowledge and information. The On-site Support Services Engineer must can work on their own or as part of a small team representing the values and objectives of IT Lab.
Reporting to the Team Leader, the key deliverables of our Second Line Engineers can be summarised as follows:

  • Respond appropriately and deal with queries or complaints in an effective manner (i.e. punctual; polite and with empathy).
  • Take ownership of tickets allocated to them or their relevant Virtual team (“VT”) ticket queue and professionally manage them through to resolution or escalation.
  • Ask targeted questions and apply accurate troubleshooting.
  • Contribute fully as an active team member and ensure personal and team objectives are achieved.
  • Collaborate with other teams to maintain standards and functionality.
  • Maintain a professional relationship with clients and peers.
  • Report potential client facing risks.
  • Report customer feedback and potential product request.
  • Maintain a personal development plan with Line management.
  • Collaborate with other teams to maintain standards and functionality.
  • Undertake any other tasks as assigned by management.
  • Troubleshoot, maintain and support a wide range of systems.
  • Ensure Service level agreements (“SLAs”) are met.
Required skills and capabilities
The ideal candidate will have/be:
  • Previous experience of providing IT Support in a commercial environment
  • Excellent communication and interpersonal skills
  • Experience supporting
o Microsoft Exchange
o Active Directory
o Office 365
o Windows Servers (full range)
o Server Virtualisation (HyperV / VMWare)
o Local Area Networking
o Symantec Products
o Bitdefender Products
o Cisco LAN/WAN (routers, switches, ASAs)
o Routing / switching equipment including, but not limited to, Cisco, Dell, HP switches, routers and firewalls
o Citrix (XenApp/XenDesktop)
  • Formal IT qualification, ideally MCSE/MCITP or multiple MCPs massively advantageous
Generic essential individual attributes:
  • Process-focused
  • Strong attention to detail
  • Excellent technical ability in one or more key virtual team areas
  • Effective troubleshooting skills related to relevant area of support
  • Very good technical understanding of current leading technologies, suppliers and industry terminology
  • Able to prioritise under pressure and work to deadlines
  • Excellent Decision making, judgement, planning and organisation skills
  • Flexible, calm and approachable, ‘can do’ attitude
  • Solid customer relations skills to understand client/client representatives concerns and requirements
  • Ability to work both independently and within a team
  • Willingness to gain relevant qualifications and accreditation's
The Package
  • Working hours will be 40 hours a week during standard business hours (Monday – Friday, rotational shifts between 9am – 6pm UK time)
  • Working on client site in Woking
  • Package dependent on experience
  • 22 days’ annual leave
  • Opportunity to be a part of a large group of experienced Support Engineers, for you to grow and develop your skills and experience
  • Continual professional development plans
  • Excellent benefits such as free daily breakfasts and loads of social activities


Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.

IT Lab is an equal opportunities employer and is committed to attracting and retaining the best talent.