An exciting opportunity has arisen for a skilled and motivated Second Line IT Support Engineer to join a dynamic IT team supporting both head office staff and a network of external stakeholders. This role is ideal for someone with strong technical expertise, excellent communication skills, and a passion for delivering high‑quality support.
The successful candidate will act as an escalation point for first‑line support, troubleshoot a wide range of IT issues, and help maintain reliable systems, networks and applications across the organisation.
Key Responsibilities
* Provide second‑line technical support to internal teams and external partners, including occasional support for personal equipment.
* Maintain and support IT hardware and software within agreed SLAs.
* Act as an escalation point for the first‑line support team, ensuring effective and timely resolution.
* Support the head office network infrastructure, including firewalls, switches and leased lines.
* Help maintain high levels of availability across IT systems, resolving incidents proactively.
* Administer and maintain the organisation's Microsoft Dynamics–based database, working with external partners when required.
* Collaborate effectively with third‑party suppliers on support tasks and IT projects.
Essential Experience & Skills
* Strong Microsoft 365 administration experience.
* Excellent customer service skills, both written and verbal.
* Strong documentation abilities, with the capacity to produce clear technical and user‑friendly guides.
* 2–5 years’ experience in a Second Line IT Support role (or similar).
* Advanced technical skills across both 1st and 2nd line environments.
* Networking experience (Wi-Fi, switches, firewalls, NAS devices).
* Experience supporting and administering Windows Server (2012 R2–2022).
* Experience installing, configuring and maintaining printers.
* Experience with VMware (version 5.5+ desirable).
* Ability to pass an enhanced DBS check.
Personal Attributes
* A strong team player who can also manage individual projects independently.
* Proactive, eager to learn, and able to follow technical guidance accurately.
* Confident communicator with the ability to adapt information for different audiences.
* Strong critical thinking skills and the ability to remain calm under pressure
Salary description
£35000.00 - £40000.00 per year