2nd line support job description.
Hiring for 2nd line support or moving beyond entry-level IT roles? This 2nd line support job description breaks down more advanced support duties, such as remote diagnostics, permissions management, and system fixes. Learn which skills are needed, how the role progresses, and what salary to expect.
What does 2nd line support do?
2nd line support handles more advanced technical issues that can’t be resolved by 1st line teams. This includes system-level problems, complex software bugs, or network configuration issues.
Responsibilities include diagnosing and resolving incidents, providing remote and on-site support, documenting fixes, and liaising with 3rd line or infrastructure teams. They may also support specialist applications and hardware.
In smaller teams, 2nd line support often overlaps with infrastructure support. In larger organisations, they work within structured escalation paths and focus on service continuity.
Key responsibilities of 2nd line support.
2nd line support handles escalated technical issues requiring deeper investigation or specialist knowledge. Their responsibilities typically include:
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Troubleshooting complex hardware or software problems escalated from 1st line
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Providing remote or in-person technical support across departments
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Managing desktop configurations, VPN access, and system diagnostics
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Supporting server-side user management, permissions, and device policies
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Documenting fixes, root causes, and long-term solutions
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Liaising with system administrators or infrastructure teams
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Assisting with rollouts of new software or technical projects
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Maintaining knowledge bases and contributing to process documentation
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Following SLAs and tracking ticket resolution metrics
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Supporting training or guidance for 1st line colleagues
This role combines advanced troubleshooting with collaboration across IT teams.
Skills and requirements for 2nd line support.
2nd line support roles handle more complex technical issues and ticket escalations. Employers typically look for:
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2–5 years of experience in IT support, systems, or service desk roles
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Experience resolving escalations from 1st line or junior engineers
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Good understanding of networks, devices, and system permissions
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Skilled in user account management and configuration
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Familiarity with ITSM platforms, Active Directory, and device policies
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Ability to document solutions and update knowledge bases
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Comfortable supporting software rollouts or updates
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Strong troubleshooting, communication, and prioritisation skills
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Confidence working with minimal supervision
Most 2nd line support roles bridge user issues with technical resolution.
Average salary for 2nd line support.
In the UK, the average salary for 2nd line support typically ranges from £30,000 to £45,000, based on resolution scope, server knowledge, and escalation management.
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Mid-level engineers tend to earn between £30,000 and £37,000
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Senior professionals handling infrastructure support or AD/network issues may earn between £38,000 and £45,000
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ITIL or M365 platform experience typically boosts pay
Salaries are strongest in corporate IT departments, especially in finance, legal, and healthcare sectors.
Career progression for a 2nd line support engineer.
A 2nd line support engineer handles escalated IT issues, bridging the gap between basic troubleshooting and advanced technical support. This role leads into infrastructure or team leadership positions. A typical journey includes:
1st line support
Resolves entry-level tickets and routes complex issues to the 2nd line.
2nd line support
Manages desktop issues, application errors, and system troubleshooting. Liaises with developers and infrastructure teams.
3rd line support / IT support engineer
Owns complex technical incidents, system upgrades, and project involvement.
Helpdesk manager / IT support lead
Leads a team, improves ticket processes, and ensures quality support delivery.
IT support manager / Head of infrastructure
Oversees support operations across the organisation, aligned to security and uptime goals.
salary guide
Our UK IT salary guide.
2nd line support teams resolve more complex issues and assist across network and systems troubleshooting. Salary should reflect problem-solving and escalation experience.
Our UK IT salary guide includes benchmarks, 2024 comparisons, and salary projections to help you shape the right offer
FAQS
2nd line support FAQs.
They handle escalated issues from 1st Line that require technical depth — such as OS-level errors, software conflicts, permissions changes, patch failures, and mobile device troubleshooting. They often liaise directly with system administrators or vendors.
2nd line is focused on issue resolution at the endpoint or application level, often with a user-facing angle. 3rd line focuses on server, network, and infrastructure-level problems — typically invisible to end users but critical to stability.
Ticketing systems like ServiceNow or Zendesk, remote access tools, Microsoft Intune, Active Directory, imaging tools, anti-virus management, and incident response platforms. Familiarity with mobile device management (MDM) tools is also valued.
Depth of troubleshooting ability, clear documentation skills, and a customer-first mindset. Engineers who can bridge user empathy with technical skill often become team leads quickly.
Common next steps include 3rd line support, desktop engineer, or IT project support. With additional certifications, some also move into systems or cloud engineering.
