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1st / 2nd Line Infrastructure Support Engineer

1st / 2nd Line Support Engineer required to work in Cambridge for a major technology provider - this role will be an 11 month fixed term contract with the option to go permanent after 6 months.

For this role, you will either be a graduate with 3 years Infrastructure support experience or a Senior 1st /2nd Line Support Engineer with 5 years Infrastructure experience.

Purpose of the role:

As the 1st / 2nd Line Support Engineer you will part of the infrastructure team and will help to support users on a wide range of infrastructure technologies including Windows/Linux desktops, Windows servers, Microsoft Exchange, Cisco Networking and others.

1st / 2nd Line Support Engineer key accountabilities:

  • PC desktop Support, all aspects of building and supporting primarily Windows desktops but willing to learn Linux (Fedora/Ubuntu.)

  • Support to all hardware on site, including replacing parts.

  • Escalating issues to 3rd line support with proper technical troubleshooting.

  • Network port configuration on Cisco switches.

  • Cisco Wi-Fi support.

  • Administration of various security and access tools.

  • Printer support.

  • Microsoft Exchange 2013 administration.

  • Create and maintain Infrastructure documentation.

  • Contribute to IS projects, rollouts/upgrades.

  • Maintaining Cisco phone system.


  • Degree (BSC Hons) or equivalent & relevant experience in a similar role.

1st / 2nd Line Support Engineer skills and attributes:

Essential -

  • Customer service orientated.

  • Awareness for IT security and all its implications.

  • Logical troubleshooting.

  • Good IT/Engineering degree.

  • Excellent written/verbal communications.

  • Logical and highly organised.

  • ITIL aware and willing to follow and improve processes.

  • Quick learner.

  • Knowledge of at least one scripting or programming language.

  • Understanding of more than one operating system.

  • Understanding of TCP/IP networking.

Advantage -

  • Virtual computing VMware/Virtual box.

  • Enterprise storage.

  • IT Industry certifications (Microsoft/Cisco/Red Hat.)

  • Firewalls.

  • Web servers.

1st / 2nd Line Support Engineer experience:

  • 3 to 5 years of Infrastructure support experience.


37.5 hour week.

Some weekend and evening work may be required for emergencies and projects.


  • £21,000 to £29,000 basic annual salary depending upon experience.

  • 25 days annual leave.

  • Up to 15% discretionary performance based bonus per annum (following successful completion of probation period.)

  • Defined Contribution Pension (up to 4% employee, up to 8.5% employer.)

  • Permanent Health Insurance.

  • Private Medical Insurance (starting from grade GL4.)

  • 4x Life Assurance.

  • £35 per month Flexible Benefits allowance (following successful completion of probation period), e.g.

    gym, travel insurance, life assurance, health assessment, dental insurance, etc.

If this 1st / 2nd Line Support Engineer role is of interest then please do not hesitate to contact us.