Location: Littlehampton, West Sussex (Hybrid: Home, Client Sites)
Salary: £33,000 – £36,000 (Depending on Experience)
Job Type: Full-time, Permanent (37.5 hours/week, rota between 8:00am – 5:30pm)
About Us
Fentons Business IT Solutions is a leading Managed IT Service Provider supporting clients across Sussex, Kent, and Hampshire. We pride ourselves on delivering a premium support experience and building long-term client relationships.
The Role
We are seeking a proactive and skilled 2nd Line IT Support Engineer to join our growing team. You will resolve escalated technical issues, support a range of client environments, and contribute to continuous service improvement. This is a hands-on role requiring strong troubleshooting skills, clear communication, and a passion for technology.
Key Responsibilities
- Respond to and resolve 2nd line tickets escalated from the service desk team.
- Diagnose and fix issues across desktop, server, network, and cloud environments.
- Escalate unresolved or complex issues to 3rd line or specialist as needed.
- Maintain accurate ticket notes and ensure timely updates to clients.
- Communicate clearly and professionally with clients to manage expectations and provide updates.
- Support client onboarding and project work as required.
- Contribute to a positive client experience through consistent and reliable service.
- Update internal and client documentation to reflect changes and resolutions.
- Provide informal mentoring and guidance to 1st line engineers.
- Participate in team meetings and contribute to service desk performance goals.
- Accurately document troubleshooting steps, solutions, and contribute to the knowledge base.
- Ensure accurate time recording and activity logging for all work performed.
- Travel to and from client sites as required.
Key Skills & Experience
- Minimum 4 years’ experience in IT support, ideally within a Managed Service Provider (MSP) environment.
- Excellent customer service and telephone manner.
- Strong troubleshooting skills across Windows desktop and server environments.
- Organised and able to manage multiple tasks effectively.
- Ability to learn quickly and adapt to changing requirements.
- Professional communication skills, both written and verbal.
- Passion and drive for IT technology and solutions.
- Full UK driving licence and own reliable transport.
Technical Skills Required
- Windows Server 2016/2019/2022
- Microsoft 365 (Exchange Online, SharePoint, Azure AD/Entra ID, Intune, Security)
- Windows 11
- Active Directory, DNS, VPN, TCP/IP, Group Policy
- Hyper-V, RDS/Terminal Services
- Networking fundamentals: Routing, Switching, Firewalls
- VoIP
- Experience with cloud platforms (e.g., Azure)
Desirable Skills
- Experience with Mac OS
- Familiarity with Autotask or similar ticketing systems, and RMM tools
- Microsoft certifications (e.g., MCSA) or equivalent
Benefits
- Extra day off to enjoy your birthday
- Performance-related bonus scheme
- Team (paid for) social events
- Relaxed and friendly atmosphere, with a professional approach
- Flexibility to work from home (high-spec IT equipment provided)
- Highly experienced team for support and development
- Increased holiday with length of service
- Highly competitive pay with annual salary reviews
- Training and learning development with qualification support
- Mileage allowance
How to Apply
If you are passionate about IT, thrive on solving problems, and want to be part of a supportive and dedicated team, we’d love to hear from you. Please upload your CV below.