Second Line IT Support Engineer
An exciting opportunity has arisen for a skilled and motivated Second Line IT Support Engineer to join a dynamic IT team supporting both head office staff and a network of external stakeholders. This role is ideal for someone with strong technical expertise, excellent communication skills, and a passion for delivering high-quality support.
The successful candidate will act as an escalation point for first-line support, troubleshoot a wide range of IT issues, and help maintain reliable systems, networks and applications across the organisation.
Key Responsibilities
*Provide second-line technical support to internal teams and external partners, including occasional support for personal equipment.
*Maintain and support IT hardware and software within agreed SLAs.
*Act as an escalation point for the first-line support team, ensuring effective and timely resolution.
*Support the head office network infrastructure, including firewalls, switches and leased lines.
*Help maintain high levels of availability across IT systems, resolving incidents proactively.
*Administer and maintain the organisation’s Microsoft Dynamics–based database, working with external partners when required.
*Collaborate effectively with third-party suppliers on support tasks and IT projects.
Essential Experience & Skills
*Strong Microsoft 365 administration experience.
*Excellent customer service skills, both written and verbal.
*Strong documentation abilities, with the capacity to produce clear technical and user-friendly guides.
*2–5 years’ experience in a Second Line IT Support role (or similar).
*Advanced technical skills across both 1st and 2nd line environments.
*Networking experience (Wi-Fi, switches, firewalls, NAS devices).
*Experience supporting and administering Windows Server (2012 R2–2022).
*Experience installing, configuring and maintaining printers.
*Experience with VMware (version 5.5+ desirable).
*Ability to pass an enhanced DBS check.
Personal Attributes
*A strong team player who can also manage individual projects independently.
*Proactive, eager to learn, and able to follow technical guidance accurately.
*Confident communicator with the ability to adapt information for different audiences.
*Strong critical thinking skills and the ability to remain calm under pressure.