IT Systems Support Engineer (2nd Line IT Support)

With over 30 years of expertise, Apogee transforms how organisations of every size and sector manage their IT – delivering everything they need through one seamless point of contact. As an independent subsidiary of HP Inc., we combine the agility of a specialist provider with the power of one of the world’s leading technology companies, giving our clients instant access to cutting-edge innovation backed by market-leading service operations!

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JOB DETAILS

At Apogee Corporation, we are redefining workplace technology - and we are looking for a skilled IT Systems Support Engineer to join our team and take ownership of complex technical challenges.

If you are an experienced 2nd Line Engineer who enjoys solving problems end-to-end and making a real impact on service quality, this role offers the opportunity to step beyond routine support and influence how IT services are delivered.

What You Will Do

• Own and resolve escalated incidents and service requests via FreshService
• Troubleshoot complex issues across servers, systems, and infrastructure
• Act as a key escalation point for the Service Desk
• Manage tickets through to resolution within SLA targets
• Support core services including Active Directory, Microsoft Entra ID, DNS, DHCP, and networking
• Assist with ticket triage during high-volume periods
• Collaborate with internal teams and external suppliers
• Contribute to service improvement and problem management initiatives

A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one-hour lunch break. This role also offers flexibility to work from home, typically two days per week for a five-day working week

• Experience in a 2nd Line IT Support role
• Strong ITSM and ticket management experience - FreshService is a plus
• Proven ability to resolve technical issues end-to-end
• Solid knowledge of Windows environments and user support
• Experience with Microsoft Entra ID / identity management
• Strong troubleshooting and communication skills

Desirable:

• Microsoft Azure or other cloud platforms
• Networking (switches, firewalls, wireless)
• Monitoring or endpoint management tools
• Scripting (PowerShell, Python)

We value candidates with AI literacy – individuals who are curious about technology, comfortable exploring automation, and eager to contribute to a modern, forward-thinking business.

This post is subject to a Basic Disclosure and Barring Service (DBS) check. Under the Rehabilitation of Offenders Act 1974, applicants are only required to disclose unspent convictions. Spent convictions do not need to be declared and will not be taken into account. We are committed to fair recruitment and welcome applications from all candidates, including those with criminal records, provided any unspent convictions are disclosed and assessed appropriately.

• Flexible working options
• 33 days holiday including bank holidays
• Holiday purchase scheme
• Enhanced family friendly benefits (maternity, adoption, paternity and IVF)
• 2 paid days off per year for voluntary work to support our local communities
• Staff Reward Scheme
• Pension scheme
• Life assurance 4 x salary
• Sponsorship for professional development and memberships
• Employee Assistance Programme, including access to a virtual GP and financial wellbeing support
• Mental health first aider support programme
• Cycle2work scheme
• Discounted Gym Membership
• Eye care voucher scheme
• Free flu vaccinations
• Employee social events and recognition activities throughout the year
• HP Employee discount programmes
• Mobile phone discounts

At Apogee, our values – Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People and Flexibility – shape everything we do. They guide how we work with clients and colleagues, drive ethical practices and create an environment where you can grow, innovate and develop your career within a progressive, expanding organisation. We are looking for inspiring individuals who want to make a real impact in their careers and the world around them.

Diversity and inclusion are at the heart of our success. We know true innovation flourishes when people can be their authentic selves. As an Equal Opportunity Employer we welcome applications from all backgrounds, and we actively value different perspectives across age, gender, ethnicity, sexual orientation, disability, religion and belief. Your individuality drives our shared success, and we encourage you to bring your whole self to Apogee.

We support flexibility and accessibility. If flexible working is important to you, please include this alongside your salary expectations in your application so we can discuss it early in the process. If you have a disability or health condition and require adjustments during the recruitment process, please contact our Talent Team on – we are committed to making your experience inclusive and accessible.

We are proud to support the Armed Forces community. We hold a Bronze Award in the Armed Forces Covenant and welcome applications from Reservists, Veterans, Cadet Force Adult Volunteers and military families.

Our award-winning customer service speaks for itself – take a look at our excellent Trustpilot reviews and our “Customer Experience Foundation Membership” accreditation.

Our application form is quick and easy – no need to repeat your entire CV! Apogee may close this advert early if enough applications are received, so we encourage you to apply promptly.

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