Applications for this job have closed. Try searching for similar jobs.

2nd Line IT Support Engineer


Location: Shropshire

Job Type: Full time


There will be occasional travel required.

Our goal at CityFibre is to unlock the digital potential of Britain by creating a broadband network that works seamlessly for everyone, every day. Powerful, gigabit-speed connections that enable people across entire communities to enjoy life in full flow. To do this, we make sure that our people’s voices are heard, their ideas are welcomed, and everyone is given the opportunity to make a real impact.

We encourage change, have a challenger mindset, foster innovation and nurture a welcoming, inclusive and supportive community. In this environment we allow you to bring your best-self to work every day, helping you to achieve your goals, grow your career and reach your full potential.

We’re a Times Top 50 Employer for Women; are endorsed by WORK180; have pledged our commitment to the Armed Forces Covenant; and are a Disability Confident Employer. Working together with our Employee Networks, we’re committed to changing the industry for everyone.

What you can expect from us

Everyone at CityFibre has an important part to play, and we reflect that in our benefits. With a competitive salary depending on experience, when you join us, you’ll also enjoy 25 days’ holiday, a day off on your birthday, a day off to support a charity or organisation of your choice, a performance-related bonus scheme, and private healthcare.

We believe we deliver our best when we work together. It’s the way we do things, trusting and giving our people the autonomy to manage their own day-to-day, promoting wellbeing, whilst still prioritising time together with our colleagues to connect, collaborate and share our ideas.

How you’ll change it up

Your key focus as one of our 2nd Line Support Engineers will be to provide escalation support for our 1st line engineers on a range of IT related technical queries. Day to day, this is what you can expect to be doing:

  • Maintaining and managing the local office network equipment across our offices
  • Resolving support tickets escalated from the IT 1st line service desk
  • Creating detailed user and 1st line knowledge base articles
  • Helping to monitor and react to alerts on the service desk that require immediate action
  • Ensuring any issues with leased equipment (printers etc.) are escalated to the relevant third parties
  • Supporting with Office 365 and Azure AD
  • Configuring and shipping equipment for new office deployments and/or replacement site equipment

Some of the systems, languages and technology you will be using includes:

  • PowerShell
  • Sophos SG and XG series firewalls and Sophos Wireless Access Points
  • Confluence and Jira

What you’ll bring to the role

You’ll be interacting with end-users on a daily basis, so it’s really important that you have excellent interpersonal and communication skills, as well as a developed technical skillset to help you resolve queries confidently and efficiently. You’ll also bring the following with you:

  • Strong knowledge of Microsoft Office 365 suite administration
  • Excellent knowledge of Microsoft Azure AD
  • Previous experience installing and configuring routers, switches and firewalls in an office environment
  • Experience using ticket management systems, such as Jira Service Desk

We’re looking for people who don’t settle for ‘good enough’ and push things forward. If you’ve just found yourself thinking, ‘I’d love to do this’, we want to hear from you. Let’s change it up.

Diversity, Inclusion and Belonging

Our people have a wide range of experiences and perspectives – and it’s this diversity of thought that makes us who we are.

CityFibre is working hard to change up the telecoms industry. This means we’re committed to providing equal opportunities to people from all backgrounds and commitments, including your carer and family status, ethnicity, sexual orientation, religion, age, disability, gender and gender identity. We’re also offering training programmes and placement opportunities to support the skilled, career changers, service-leavers, and returning workers to become part of our teams.

If there’s any additional support or adjustment you require in the application process to help you achieve your best, please get in touch by emailing We’re here to support you in changing up your career.