2nd Line Engineer

Full Time

Contact: James Cawkwell

Our award-winning student engagement platform was co-designed in sector with one of the leading UK universities in social mobility, and whose mission to provide an equality of opportunity for all is central to everything they do, values that our entire community share and that have underpinned everything about Solutionpath from the construct of our organisation to the design of our products 

If you want to join a diverse and closely knit team who are loved by our customers and partners alike then please get in touch as we would love to hear more about you…Our StREAM product is unique in the market with exceptional customer advocacy and supported by a wealth of customer outcomes, empirical evidence, and research. 

StREAM [our product] uses unique algorithms to produce a simple engagement score that creates a better understanding of student engagement to support meaningful, transparent, and measured interventions for students and their teaching institutions, and that enables students to self-reflect and take control of their own learning journey. 

If you want to be part of something incredible, and make a difference to future generations of learners, read on. 

About you 

You will share our vision to develop products that help every student realise their full potential, and you will help us realise this vision by consistently delighting our client users. 

We want to hear from you if: 

  • you are an experienced 2nd Line Engineer with good technical understanding and great relationship management skills within a Service Delivery setting 
  • you have previously been responsible for 2nd line ticket queueslogging customer communication in service desk environment while ensuring accurate, up to date records were prioritised correctly. 


About the opportunity 

The 2nd Line Engineer is a technical and client facing role that requires good technical understanding and great relationship management skills within a Service Delivery setting.  

At 2nd line you will have the opportunity to investigate, support and fix technical and data related issues, including triaging where necessary, for Solutionpath’s technology implementations. This includes providing an interface for all other Service Operation processes and activities. The 2nd Line Engineer role understands our product and service portfolio and utilises this to facilitate exceptional service delivery to Solutionpath’s clients.  


About the Job 

  • Provide software and hardware 2nd line support Cloud enabled and on-premise clients 
  • To provide 1st line support duties as and when required. Monitoring and triaging incoming support tickets in line with existing SLA’s. 
  • Responsible for 2nd line ticket queues, logging all customer communication in service desk and ensuring accurate, up to date records are prioritised correctly. 
  • Provide first point of contact support for technical issues via the service desk and sound communication across tickets, email, video, and telephone. 
  • Communicate regularly with stakeholders to provide timely status updates on investigation, progress, and ticket resolution. 
  • Proactively deliver excellent customer service for 2nd Line Engineer within the Service Desk remit, constantly seeking ways to improve client experience and satisfaction.  
  • Create and maintain Service Desk Knowledge Base 
  • Investigate problems and propose solutions, escalating ticket issues to 3rd Line support engineers where appropriate. 
  • Collaborate cross-departmentally to ensure appropriate resource designation and with the Technical Team to expand the existing Knowledge Base for common Issues.  
  • Maintain high quality updates within the ticketing system. 
  • Assist in process improvement initiatives. 
  • Oversee individual client Service Documents in line with any major changes to client environments. 

About your skills and experience 


  • Proven experience in a 2nd Line Engineer support role. 
  • Excellent customer service skills. 
  • Excellent communication skills 
  • Able to provide step-by-step technical support. 
  • Good time management skills, able to manage competing priorities. 
  • Good teamwork skills, a flexible team player, able to work productively within a team. 
  • A positive attitude with a thirst for continuous improvement  
  • Demonstrates a strong interest in technology. 
  • Able to perform in a high-volume, fast paced environment. 

Essential Technical Experience 

  • Understanding of Networking/Firewall fundamentals 
  • Linux administration & Windows Server 
  • MySQL, MSSQL, Oracle DB 
  • Client VPN access 
  • Scripting – PowerShell, Bash/Shell 
  • Apache configurations 
  • JSON and UI Configurations 


  • Knowledge of ITIL Foundation v.3 (or equivalent). 
  • Education sector experience. 
  • Experience/knowledge of Jira Service Management. 
  • Proficient Business Systems knowledge (i.e., Jira and Confluence). 

We Value 

Service Excellence. Support the mission. Learn from experience and share it. Innovate with and on behalf of clients. Act with purpose. Bring enthusiasm to all you do. Imagine what could be. 

Problem Solving. Make the difference. Take the Initiative. Embrace the challenge. Solve the Problems. Deliver the results. Celebrate success and have fun along the way.  

Teamwork. Collaborate and challenge one another to get the best out of us. Trust and be trustworthy. Leverage strengths and value differences. Build relationships.  

Our Benefits 

  • Competitive salary.
  • Company Pension Scheme.
  • 25 Days Holiday as well as Public Holidays. 
  • Opportunity to work flexibly and remotely. 
  • Company supported training allowance & time off to study.  
  • Personal development opportunities. 
  • Regular social activities and wellbeing initiatives. 
  • Be part of a Knowledgeable, high-achieving, experienced and fun team. 
  • The opportunity to be part of the next success story. 


As a 2nd Line Engineer working with Solutionpath you will be offered a competitive salary (dependent on experience). 

This role is being offered on a full-time basis of 37.5 hours per week, 9.00-5.30, Monday-Friday. We are working remotely at present, however office and WFH routines are flexible. 

Please note that we are unable to offer Skilled Worker Visa Sponsorship for this role. Therefore, you must ensure that you are eligible to work in the UK without our sponsorship in order for your application to be considered.

To apply please follow this link to 2nd Line Engineer – via Indeed