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