IT Support Engineer (2nd and 3rd)

Salary: £25,000 - 47,000 per year

Requirements

• We are looking for an experienced 2nd Line IT Support Engineer with previous experience in a 2nd Line IT Support or Service Desk role.
• We require strong knowledge of Windows operating systems, specifically Windows 10 and 11.
• We need experience supporting Microsoft 365 applications and Active Directory.
• We require a good understanding of basic networking concepts.
• We need experience using ITSM tools such as ServiceNow or Jira.
• We are looking for strong troubleshooting and problem-solving skills.
• We require excellent communication and customer service skills.

Responsibilities

• We provide 2nd line technical support for escalated IT incidents and service requests.
• We troubleshoot and resolve issues across Windows 10/11, laptops, desktops, and peripherals.
• We support Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive.
• We manage user accounts and permissions through Active Directory and Azure AD.
• We support VPN, remote access, and MFA authentication tools.
• We diagnose and resolve networking issues such as DNS, DHCP, and TCP/IP.
• We log, update, and resolve tickets within the ITSM system while meeting SLA requirements.
• We escalate complex issues to 3rd line or infrastructure teams when needed.
• We assist with IT projects, system upgrades, and hardware deployments.
• We maintain clear and accurate documentation of work completed.

Technologies

• Active Directory
• Azure
• Hardware
• Support
• ITSM
• JIRA
• Microsoft 365
• ServiceNow
• SharePoint
• TCP/IP
• VPN
• Windows
• Office 365
• Cloud

More

We are recruiting for an experienced 2nd Line IT Support Engineer to join our busy IT Service Desk team on a 12-month fixed term contract in Birmingham, working on a hybrid basis. This is an excellent opportunity for a technically skilled support professional who enjoys troubleshooting a wide range of IT issues and delivering high-quality customer service in a fast-paced manufacturing environment. The role offers a Monday to Friday working pattern with standard office hours, no shift work, hybrid flexibility, 25 days annual leave plus bank holidays, a company pension, and the opportunity to gain exposure to enterprise IT environments, with potential for extension.

last updated 21 week of 2026