Job Categories: 2nd Line Support Engineer
Job Type : On-Site | Permanent
Job Location : Ebbsfleet, Kent, UK
Do you strive to make a difference? Goaco is looking to build a team to continue solving problems using software and technology for our clients. We are developers at heart – and by the mind too. We thrive on challenges and live for logical thinking. Formed over a decade ago, we have built on our successes, all of whom have benefitted from their level-headed software solutions. The team is all like-minded individuals, with a drive to succeed in their own fields.

ABOUT THE CLIENT

Goaco is a Digital Transformation and Cyber Security Consultancy and we are seeking a highly motivated Software Developer (.NET Core) to join our growing team. As a cutting-edge provider of app development, cyber security, and cloud services, we are committed to delivering high-quality solutions to our clients that empower businesses to thrive in the digital era.

KEY SKILLS & EXPERIENCE:

• Strong background in Microsoft 365 administration (Exchange Online, SharePoint, Teams).
• Hands-on experience with Microsoft Azure, Microsoft Intune / Endpoint Manager.
• Good understanding of Active Directory, Group Policy, DNS, DHCP, networking fundamentals.
• Experience within an MSP environment or multi-customer support (preferred).
• Familiarity with ITIL principles, ITSM tools, and change control processes.
• Strong troubleshooting and problem-solving skills with a customer-first mindset.
• Excellent communication skills, both written and verbal.

ROLE OBJECTIVE:

We are seeking a proactive and skilled 2nd Line IT Support Engineer to join the team. In this role, you will handle escalations from the 1st Line team, troubleshoot and resolve more complex technical issues, and ensure high-quality service delivery to both internal users and external clients. This position offers exposure to a wide range of IT environments and technologies, providing an excellent opportunity to develop expertise and progress within a supportive, forward-thinking business.

KEY RESPONSIBILITIES:

• Act as the escalation point for 1st line tickets, troubleshooting and resolving technical issues.
• Provide 2nd line support for internal IT systems and services.
• Deliver remote and occasional on-site support to external MSP clients.
• Manage and resolve incidents across Microsoft 365, Intune, and endpoint environments.
• Work with ITSM tools to track, escalate, and resolve incidents in line with SLAs.
• Follow ITIL-aligned processes for incident, problem, and change management.
• Contribute to knowledge base articles, documentation, and process improvements.
• Assist in implementing new technologies and supporting project delivery where required.