2nd Line infrastructure engineer – some 3rd line and projects – market leading FS client.

November 2, 2019
Leeds, United Kingdom
Job Type
25000 plus very strong benefits and excellent working environment


2nd Line Infrastructure Technician

Due to our impressive market position, and continued success, an exciting opportunity has arisen for a 2nd Line Infrastructure Technician to join our existing team. This is an excellent opportunity for an existing IT professional who wants to gain further IT and business experience together with developing their career with a leading financial services organisation.

Location: Leeds

Salary: Circa £19-25K and competitive benefits package

The Role

We are rapidly expanding and we are looking to recruit an experienced 2nd Line Infrastructure Technician to join our established team.

Ideally holding an IT/Computing qualification you must be able to demonstrate a logical, methodical and proactive approach to problem solving.

You will have responsibility of the day to day end user IT support needs of the company and need to use your Technical expertise across a broad range of technologies.

You'll need to be able to work well under pressure and have the ability to prioritise a busy workload.

Reports to Infrastructure Manager

Hours of work

37.5 hours per week, however, hours of work will be flexible and dictated by the needs of the business, therefore it is expected that the successful applicant will work those hours necessary to successfully discharge the duties of the role.

The role

Key outputs

Second line responsibility for the day to day end user IT support needs of the company
Serves as first point of escalation for First Line Infrastructure Technicians and responsible for tickets assigned by such
Technical expertise across a broad range of technologies
Offers software / hardware support including for in-house applications
Carries out more in-depth investigation of problems and root causes
Liaises with Senior Second Line, Third Line Technicians or Infrastructure Manager for escalations as necessary
Respond to requests for technical assistance in person, via phone, via the helpdesk software or via email
Offer advice to end users and first line technicians where necessary
Follow help desk procedures and ticket handling procedures
Log all user interaction within helpdesk software
Responsible for responding to any urgent tickets in unassigned when no first line technicians are available
Stay current with business application and system information, changes and updates
Any other ad hoc tasks as and when required by the Infrastructure Manager


A presentable and highly organised individual, with a keen attention to detail and a methodical approach to their work including a logical approach to problem solving. An effective communicator, able to deal with colleagues and suppliers in a professional and confident manner. Must have the ability to prioritise and work to strict deadlines as well as the drive to expand their knowledge as appropriate.

Must have a good level of competency for both Windows Client Server operating systems.

Skills & knowledge


Knowledge of SQL queries and ability to manipulate databases – UPDATE/DELETE/INSERT as a minimum, preferably CREATE/JOIN/filtering also.

Enterprise IT Knowledge including good level of competency in;
Active Directory
Group Policy
Office 365 inc Powershell
TCP/IP Networking – DNS, ping/traceroute, understanding of existence of vlans / subnets etc
Strong sense of pride and teamwork and willingness to aid in the success of the team


Ability to construct SQL queries, write views, create stored procedures
Knowledge of Microsoft Azure
Knowledge of phone systems, especially Shoretel
Any experience with SAN

General education

GCSE IT (equivalent) or higher preferred


Any IT industry qualification, MCSA / CCNA etc
Further/Higher education qualifications

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