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.