2nd Line Support Engineer - South East London

Salary: £34,500 - 62,500 per year

Requirements

• Excellent knowledge of Windows 11 installation and configuration.
• Strong MacOS installation & configuration capability.
• Solid experience with the Microsoft 365 admin suite (Intune, SharePoint, Teams, Exchange, Entra ID, etc.).
• Familiarity with email filtering technologies (Mimecast, Barracuda, Sophos Email Gateway).
• Experience with Microsoft Server OS (2016/2019/2022/2025).
• Troubleshooting skills across firewalls, switches, wireless technologies, and general networking.
• Minimum 2 years supporting medium–large businesses.
• Strong scripting and RPA automation skills.
• Ability to learn quickly and work independently under pressure.
• Excellent communication, problem-solving, and customer experience skills.
• Minimum 3 years IT experience in a corporate or service provider environment.
• Full UK driving licence and own transport.
• Ability to obtain a DBS certificate.

Responsibilities

• Act as the initial point of contact for incoming support calls, emails, and remote sessions when required.
• Serve as an escalation point for Apprentices and Tier 1 Engineers.
• Log all support interactions accurately and maintain timely client updates.
• Manage incidents and service requests, ensuring SLAs are consistently achieved.
• Provide high-quality technical support to clients across a range of technologies.
• Assist the Tier 2 Manager with ongoing service and process improvements.
• Oversee and manage escalations from junior team members.
• Maintain daily communication with clients regarding active tickets.
• Proactively manage client expectations and escalate issues when necessary.
• Work with third-party vendors and suppliers as appropriate.
• Ensure compliance with company policies and procedures.
• Meet all role-related KPIs and performance standards.
• Maintain and improve cloud infrastructure environments.
• Draft and implement Requests for Change (RFCs).
• Manage client onboarding and offboarding activities.
• Keep all client documentation accurate and up to date.
• Undertake other duties as needed to support business operations.

Technologies

• Cloud
• Support
• macOS
• Microsoft 365
• RPA
• Security
• SharePoint
• Windows
• Office 365
• Firewall

More

We are a leading UK technology specialist known for our strong workplace culture, award-winning teams, and commitment to employee development. We continue to achieve year-on-year growth across IT security, cloud, and managed services. We celebrate achievements, support career progression, and foster an environment where individuals thrive. This role is based in Oxford with 2 days a week of remote work. We offer benefits including 25 days of holiday increasing with service, a salary of up to £37,000, flexible working with WFH incentives, a Bupa Cash Plan, discounted gym membership, a Cycle to Work Scheme, an Electric Vehicle Scheme, a paid charity day, and free parking.

last updated 34 week of 2026