Second Line Support

Salary: £38,000 - 42,000 per year

Requirements

• Experience in a 1st/2nd line support role.
• Strong troubleshooting capability across hardware, software, and networks.
• Experience with technologies such as M365, Active Directory, AVD, InTune, Android OS, mobile working, remote management tools, and modern endpoints.
• Excellent communication skills, able to explain technical issues to non-technical users.
• Strong documentation skills, both in ticketing systems and knowledge-base content.
• Ability to collaborate with teams, manage SLAs, and maintain strong working relationships.
• Understanding of data protection, cybersecurity, and regulatory compliance.
• Full driving license and ability to travel efficiently where required.

Responsibilities

• Provide advanced 2nd line technical support for escalated issues, ensuring timely and effective resolution.
• Diagnose and troubleshoot hardware, software, and network problems requiring deeper technical expertise.
• Deliver in-person support where required, going directly to users to enhance the support experience.
• Install, upgrade, support, administer, and troubleshoot technologies provisioned by IT & Innovation, including supported third-party products.
• Manage escalations appropriately, ensuring only well-documented, fully-investigated issues progress beyond 2nd line.
• Collaborate with IT teams and stakeholders to understand issues, provide solutions, and support IT-related project activity.
• Produce clear, accurate documentation in tickets and knowledge-base materials.
• Maintain SLAs and manage workload effectively in a customer-focused environment.
• Support urgent and time-critical IT tasks where necessary (e.g., VC support for board meetings).
• Contribute to continuous improvement by identifying recurring issues and supporting the enhancement of support processes.

Technologies

• Active Directory
• Android
• Hardware
• Support
• Mobile
• Network

More

We are a leading organisation based in London, offering a hybrid working model with 3 days in-office each week. Our IT & Innovation team is seeking a 2nd Line Support Engineer who thrives in a customer-focused environment and enjoys solving complex technical issues. We provide an excellent salary range of £38,000 - £42,000, along with the opportunity to work in a collaborative team that is committed to delivering high-quality technical support. Join us in ensuring our organisation remains productive, secure, and resilient.

last updated 13 week of 2026