IT Support Technician

Role: 2nd Line Technical Support Engineer

Salary: £30,000–£35,000 (DOE)

Location: Cambridgeshire (On-site)

2nd Line Technical Support Engineer

Anne Corder Recruitment is working with a leading client to recruit a Technical Support Engineer to join their team.

The organisation operates the largest purpose-built alarm receiving centre and remote monitoring station in Europe, delivering critical security and monitoring services to clients across the UK.

This is not a traditional helpdesk role. You will act as a key bridge between IT, data, and customers, taking ownership of application support, ensuring system stability, and delivering a high-quality user experience.

Key Responsibilities

As a Technical Support Engineer, you will:

• Provide 2nd line technical and application support to internal users and external customers
• Take ownership of escalated issues and manage them through to resolution
• Identify root causes of recurring issues and implement long-term fixes
• Support system upgrades, testing, and deployment of new features
• Maintain and improve internal documentation and support processes
• Monitor system performance and proactively identify risks or vulnerabilities

Customer Success & Support:

• Act as a technical point of contact for key customer accounts
• Deliver onboarding, user training, and best-practice guidance
• Monitor customer usage and engagement to reduce churn
• Translate customer feedback into actionable improvements

Database & Data (Desirable):

• Support SQL-based databases, ensuring performance and integrity
• Write and optimise SQL queries for reporting and issue resolution
• Investigate data discrepancies and support data migrations

About You

• 3+ years’ experience in IT, application or systems support
• Strong troubleshooting mindset with experience resolving application-level issues
• Working knowledge of Windows Server and networking fundamentals
• Experience working with ticketing systems and service management processes
• Confident communicating with customers and managing stakeholder relationships
• Ability to prioritise workload and work independently

Desirable:

• SQL experience (queries, reporting, data integrity)
• Experience supporting business-critical applications

Keywords: Technical Support, 2nd Line Support, Application Support, SQL, Windows Server, Networking, Customer Success, IT Support

INDEEDCOMM