2nd Line Support Engineer

Salary: £35,000 - 35,000 per year

Requirements

• We require a degree level qualification or equivalent experience.
• We require at least 2 years of work experience in an IT environment.
• We require strong technical depth and troubleshooting skills.
• We require clear, confident communication skills and the ability to support users across the organisation, including executive-level stakeholders.
• We require excellent verbal and written communication skills.
• We require a strong team-player mindset with a focus on the end customer.
• We require an understanding of how to account for and manage IT assets effectively.
• We require exposure to domain and Active Directory environments.
• We require good knowledge of Windows OS and Microsoft 365, including Teams.
• We require experience working with O365, SCCM, and Intune (MDM).
• We require an understanding of network and storage concepts.
• We require experience working with SLAs.
• We require the ability to drive and support AI technologies.
• We require the confidence to own incidents and problem resolution from start to finish.
• We require the ability to work office-based 5 days per week in our Bournemouth office.

Responsibilities

• We troubleshoot applications, printers, computer hardware, operating systems, telephony, and other authorised peripheral equipment.
• We act as both site support engineers and remote engineers for a substantial corporate user base.
• We build strong working relationships with business users to ensure our service delivery meets expectations.
• We attend Service Management meetings to represent and resolve operational escalations and priorities across the site and the wider business.
• We manage IT assets appropriately across our desktop, mobile, and printing environments, and provide feedback on enhancements to our desktop and wider IT function.
• We monitor and analyse incidents, problems, and requests to identify trends and recurring issues.
• We work across the organisation with other IT analysts and engineers to provide prompt and efficient service.
• We accurately record incidents in our logging systems in a timely manner and in line with agreed SLAs.
• We escalate issues appropriately in accordance with our published procedures.
• We take ownership of incidents and requests, liaising with VIPs and third-party partners where needed.
• We drive improvements and initiatives, not just day-to-day support.

Technologies

• AI
• Active Directory
• Hardware
• Support
• Microsoft 365
• Mobile
• Network
• Windows
• Office 365

More

We are Vitality, a purpose- and values-driven business committed to making people healthier and enhancing and protecting lives. We have been recognised for our culture, including being named one of Glassdoors Best Places to Work 2026 and a Top 10 Place to Work in the Sunday Times Awards in 2024. This is a full-time, 35-hour per week, office-based role in our Bournemouth office, working as part of our IT Operations team within the VitalityAssist Support function. We offer a competitive rewards package including bonus schemes, pension contributions of up to 12%, matched contributions up to 6% of salary, Vitality health insurance, and life assurance at four times annual salary, along with opportunities for career development, flexibility, and a supportive environment where our people can grow, try new ideas, and do their best work.

last updated 20 week of 2026