2nd Line Support

2nd Line Support Engineer (Contract – Inside IR35)

On-site role – security clearance eligibility required

An excellent opportunity for an experienced 2nd Line Support Engineer to join a fast-paced technical environment, providing high-quality support across multiple sites. You will play a key role in resolving incidents, supporting end users, and ensuring reliable client-side computing services.

This is an on-site position (minimum 4 days per week) due to the hands-on nature of the work and the need to access secure environments. Candidates must be eligible for UK security clearance.

Key Responsibilities

• Take ownership of tickets through to resolution, ensuring excellent communication throughout.
• Diagnose and troubleshoot 2nd line incidents, escalating only when necessary.
• Build, configure and deploy laptops, desktops, and related hardware/software.
• Maintain accurate operational documentation.
• Support technical improvement by researching and recommending new solutions.
• Act as the main technical contact for most incidents, reducing the need for escalation.

Skills & Experience

• Strong experience in 2nd line IT support within a customer-facing environment.
• Solid understanding of Windows 10/11, MECM/Intune, networking, and common business applications.
• Proven diagnostics and troubleshooting skills.
• Good knowledge of hardware (desktops, laptops, softphones) and virtualisation technologies.
• Ability to prioritise workloads, work under pressure, and manage tickets independently.
• Flexible, proactive, and able to adapt to changing priorities.
• Knowledge of ITIL principles is desirable.

Qualifications

• Computing-related qualification (certificate, diploma, or equivalent).
• ITIL certification beneficial.

(Contract – Inside IR35)