Second Line Support Engineer

You will be an integral part of the ONS Team working for a major UK based company out of our Sheffield office. You will be working on a variety of operating systems and hardware.

This role will mainly involve working on our helpdesk supporting our remote customers. The post holder will promote the highest standards of customer service ensuring the most effective use of resources.

There may also be an element of onsite work or out of hours.




37.5 hours per week


Based on experience




  • Microsoft desktop support and installations
  • Customer support
  • Project work
  • Self-audit all work and ensure it meets all applicable technical and operational quality standards
  • Work efficiently and tidily, maintain a clean environment and at all times be polite to the customer
  • Respond effectively and appropriately to all customer requests and enquiries
  • High standard of English is needed as notes on site activity and calls are critical to our customers
  • Complete work to agreed time scales
  • Confident and well-spoken phone and in person manner
  • Comply with Health & Safety standards
  • To promote ONS values and ethos at all times, ensuring a safe and accountable environment.
  • To undertake any other duties commensurate with the post as may be required by ONS

This post has no line management responsibilities. The line manager will be the Service desk Manager.

and skills:


  • Basic knowledge of the active directory
  • Familiarity with Office 365 and it’s applications
  • Basic understanding of networking (DHCP & DNS particularly)
  • Basic networking understanding
  • Reasonable knowledge of the Windows operating systems
  • Thinks creatively and imaginatively to solve problems and identify opportunities
  • Able to demonstrate having planned appropriately for future success
  • High ethical standards and influencing skills with the ability to engage effectively with all staff across the company
  • Self-confident with the ability to transmit appropriate messages to appropriate audiences
  • Works reliably under pressure to produce timely, accurate information and is willing to do whatever necessary to bring about results
  • Able to dealing with issues calmly when under pressure
  • Demonstrates a variety of people skills
  • Ability to establish positive and productive working relationships
  • Effectively engage and communicate with others
  • Shows concerns for impact – identifies the most important concerns and issues of others – modifies own behaviour to achieve the required outcomes
  • Able to remain approachable and professional at all times.
  • Able to work flexibly, including responding to high level service issues out of core hours • Able to travel to various locations within a reasonable timescale to support the needs of the company
  • Demonstrate a firm commitment and apply knowledge of the principles of the Data protection act 2018/GDPR


  • Preferred Level 3 apprentice IT Infrastructure and support
  • Applicant must hold a valid UK Driving licence and have the ability to use own vehicle for work purposes

Apply now

If you believe you have what we need, then please send your CV to