Information Technology Support Technician

IT Support Engineer (2nd Line)

Southwark, London (on-site)

Up to £40,000 per annum

About the role

You'll be the go-to technical support for our organisation, responsible for second-line IT support and operations. This position covers user onboarding, ongoing support, and maintaining our server and infrastructure environment. You'll work closely with the CTO (or IT Lead) and help ensure our systems are reliable, secure and fit for purpose.

Key responsibilities

• Set up new user accounts, including hardware (laptop/desktop), email, permissions, network access and software installation.
• Provide 2nd line support for escalated issues from the helpdesk/1st line team - diagnosing, troubleshooting and resolving faults.
• Collaborate with the team to maintain and monitor server infrastructure (on-premises and/or cloud).
• Manage user access rights, security controls, backups and systems documentation.
• Assist with software deployments, patching and updates.
• Work with the wider IT team and third-party vendors when required.
• Ensure best practice in IT service management - incident logging, prioritisation, resolution and escalation.
• Help with hardware inventory, procurement, and lifecycle management.
• Support network issues (LAN/WAN/WiFi) as needed.
• Contribute to continuous improvement of IT processes, knowledge base and training for users.

Skills & experience required

• Proven experience in a 2nd line IT support role.
• Experience of setting up new user accounts, configuring hardware and software, managing permissions.
• Familiarity with server technologies (Windows Server, Active Directory, virtualisation, backups) is highly desirable.
• Good understanding of networking fundamentals, user access and security best practice.
• Ability to diagnose and fix technical issues independently and proactively.
• Strong communication and customer-service skills - able to engage with non-technical users and escalate when necessary.
• Self-motivated and organised, able to manage several priorities and tasks.
• A team player comfortable working flexibly (some variation in hours may apply given support requirements).

Nice to have

• Certifications such as Microsoft MCSA/MCSE, CompTIA Server+, ITIL Foundation.
• Experience of cloud platforms (e.g. Azure, AWS) or hybrid infrastructure.
• Knowledge of scripting (PowerShell) or automation tools.
• Previous exposure to procurement, vendor management or hardware lifecycle programmes.

What's on offer

• An opportunity to work within a dynamic and collaborative team in central London (Southwark).
• Competitive salary up to £40k (depending on experience).
• A chance to contribute meaningfully to the organisation's IT infrastructure and growth.
• Professional development opportunities and support for training/certification.