Information Technology Support Engineer

Senior IT Support Engineer (2nd/3rd Line) - Manchester - £30,000-£35,000

A growing and forward-thinking business is seeking a skilled Senior IT Engineer (2nd/3rd Line) to join its IT team during an exciting phase of expansion. This role has arisen due to genuine business growth and offers a structured pathway for progression, particularly for those with ambitions to step into leadership roles.

If you're looking for a position where you can make a tangible impact, contribute to a variety of projects, and grow within a company that actively invests in its people, this is a fantastic opportunity.

This is a hybrid role, with three days a week based at the company's Manchester office and two days working from home (post-probation).

Key Responsibilities:

• Provide 2nd/3rd line technical support for hardware, software, networks, and business applications.
• Lead resolution of escalated technical issues and serve as a key contact for complex IT problems.
• Diagnose and resolve issues across Microsoft Windows environments.
• Support the development and delivery of the company’s IT strategy.
• Contribute to infrastructure improvement projects and business continuity planning.
• Track and report on help desk KPIs, including response and resolution times.
• Mentor and support junior team members, promoting a culture of technical excellence.
• Standardise IT systems, policies, procedures, and documentation.
• Monitor security posture and lead improvements aligned with best practices.
• Liaise with third-party suppliers, manage IT contracts, and assess service performance.
• Identify and implement opportunities to improve IT efficiency, security, and resilience.
• Support day-to-day IT operations, including onboarding/offboarding, asset management, and user training.

Key Skills & Experience:

Essential:

• 4+ years' experience in Senior IT Support or 2nd/3rd Line roles.
• Experience of:
• Microsoft 365 including Exchange, Teams, SharePoint, Intune, Azure AD.
• Windows Server and Desktop.
• Networking including TCP/IP, DNS, DHCP, VPNs, firewalls, switches.
• Cybersecurity and endpoint management best practices.
• Strong troubleshooting, diagnostic, and customer service skills.
• Experience with hardware support, mobile device management & ERP system administration.
• Experience with vendor management and involvement in project delivery.

Desirable:

• Exposure to virtualisation (Hyper-V, VMware), cloud platforms (Azure, AWS), and backup solutions.
• Scripting and automation experience such PowerShell.
• Certifications such as CompTIA Network+, Microsoft Certified: Azure Administrator, or ITIL.

Benefits:

• Bonus scheme based on company profit.
• Hybrid working pattern – 3 days in the office, 2 from home.
• Career progression.
• Exciting project involvement.
• Supportive, collaborative team culture.

If you are interested, please apply now!