2nd Line Support Engineer

Salary: £38,000 - 42,000 per year

Requirements

• Substantive experience in 1st and 2nd Line support
• Effective troubleshooting skills with the ability to diagnose and resolve hardware and software issues
• Experience with Operating Systems, basic networking, software installation and configuration
• Remote support skills and IT administrative tasks
• Proactive nature with the ability to prioritize and work under pressure
• Highly effective interpersonal skills; flexible, enthusiastic, and committed
• Excellent organizational and communication skills; can work independently
• Self-motivated with a solution-focused, positive attitude
• Willingness to learn and adapt to new technologies and processes
• Familiarity with Azure, Windows/O365/Entra/Active Directory, VMWare, and Networking Principles

Responsibilities

• Provide exemplary IT technical support and ensure excellent customer service
• Manage, inspire, and develop a group of 2nd line support analysts in the South region
• Troubleshoot and resolve 1st line technical issues and application support queries
• Act as a gatekeeper for escalations, ensuring thorough triage before escalation
• Maintain a proactive service to minimize the impact of technical issues
• Understand and support the technology offering, ensuring a seamless colleague experience
• Travel within the local geography to support specific issues and field-based colleagues
• Consider the user experience in every interaction, demonstrating empathy and patience
• Carry out additional duties commensurate with the role

Technologies

• Active Directory
• Azure
• Hardware
• Support
• VMware
• Windows
• Office 365
• Cloud
• Security

More

We are looking for a 2nd Line Support Engineer to join our team. Our organization values exemplary IT support and excellent customer service to enhance the colleague experience. You will play a crucial role in managing a team of analysts and ensuring high-quality support services. We offer a dynamic work environment where technology evolves rapidly, and we encourage continuous learning. This role may require travel within the local area to support field-based colleagues.

last updated 13 week of 2026