2nd Line Support Engineer

Role Overview Provide 2nd line technical support to internal users. Act as the escalation point for complex incidents, work with vendors and internal teams to resolve issues, and help improve IT operations, documentation and processes. Responsibilities

• Own and resolve escalated hardware, software, network and application incidents (deskside and remote).
• Coordinate with vendors and internal teams to triage, assign ownership and drive timely resolution.
• Lead/vendor review meetings, track actions and push for service improvements.
• Conduct root cause analysis for recurring issues and implement preventative controls.
• Support IT operations projects and assigned workstreams to delivery standards.
• Maintain and create knowledge base articles, SOPs and documentation.
• Assist with change, release and patch management testing and deployment.
• Monitor system alerts, backups and routine tasks; identify and escalate risks.

What you'll need to succeed

• Experience in an IT Service Desk / IT Support environment (2nd line experience preferred).
• Strong troubleshooting across hardware, Windows OS, Microsoft 365, networks and common business apps.
• Experience with ticketing/ITSM tools and ITIL practices (Incident, Problem, Change).
• Good communication skills; able to explain technical issues to non-technical users.
• Experience supporting mobile devices, printers, remote access and desk-side equipment.
• Strong customer service, ownership mindset and attention to detail.
• ITIL Qualifications would be advantageous.

What you'll get in return

• Initial 7 Month Contract (December start date)
• £200 - 250 per day rate outside IR35
• Hybrid working 3 days onsite, 2 days remote to Milton Keynes

What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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