Job Title: 2nd Line IT Technical Support Engineer (Site-Based Initially, Hybrid Thereafter)
Salary: From £32,000 to £40,000 per annum (DOE)
Job Type: Full-time, Permanent
Location: Livingston (site-based initially; hybrid once familiar with the wider estate)
HRGO Recruitment is seeking a 2nd Line IT Technical Support Engineer for an industry-leading multi-site laundry services provider operating across the UK. This role will support UK operations, with a primary focus on sites in the Northern regions. The position will be site-based in Scotland initially and will move to a hybrid model once you've built familiarity with the wider estate and day-to-day operations.
The Role
You will provide 2nd line remote and on-site IT support across multiple UK sites, taking ownership of incidents through to resolution. You'll handle troubleshooting across end-user devices, core systems and networking equipment, working within SLAs and ITSM frameworks and escalating to wider IT teams when required.
Key Responsibilities
- Provide 2nd line remote and on-site IT support across UK sites (Northern region focus).
- Diagnose, resolve and document technical incidents and service requests.
- Install, configure and maintain hardware, software and networking equipment.
- Laptop and desktop builds/rebuilds and standard deployments.
- Preventative maintenance and system checks on desktops, servers, printers and network equipment.
- Respond to issues via phone, email, ticketing systems, escalations and RMM alerts.
- Maintain accurate documentation within the group ticketing system/knowledge base.
- Work independently, escalating to wider IT teams/suppliers when required.
- Take ownership of problems through to resolution, working to SLAs and ITSM frameworks.
About You
We're looking for a customer-focused 2nd line engineer with strong troubleshooting skills and the ability to work confidently across a multi-site environment.
Essential skills and experience:
* Proven experience in a 2nd Line IT Support role.
* Strong troubleshooting across desktops, printers, servers and cloud applications.
* Good working knowledge of Active Directory / Entra ID and Microsoft 365.
* Experience with backups/restores, antivirus/endpoint solutions, VPNs and MFA.
* Experience using RMM tools.
* Strong communication and customer-facing skills.
* Ability to work independently and as part of a wider IT team.
* Full UK driving licence.
Desirable experience:
* LAN/WAN networking and firewall experience.
* Exposure to telecoms and VoIP systems.
* Experience with broadband and fibre solutions/providers.
Working Hours / Pattern
* Full-time, permanent
* Site-based initially in Scotland, moving to hybrid after onboarding
* Occasional out-of-hours support as required
If you are interested in this 2nd Line IT Support Engineer role, please apply and a member of our team will be in touch for a confidential chat before your CV is submitted to the Hiring Manager.
Please note HRGO Recruitment is acting as a recruiter on behalf of our client, who will be disclosed during initial phone screening.
