Second Line Support Engineer

Second Line Support Engineer - £200 per day - Inside IR35 - 5 days a week on site St Mary Axe - 6 Month Contract. 

About the Role - 

My client, a leading building and civil engineering company, is seeking a proactive and customer-focused Second Line Support Engineer to join their Service Desk team. The Service Desk is the key interface for end users, ensuring IT delivers excellent service and protects its reputation.

You'll be responsible for handling a broad range of tickets-covering hardware, software, Microsoft technologies, collaboration tools, and office AV systems-while working closely with senior stakeholders, including Chairmen, CEOs, CFOs, and other C-Suite executives.

The role demands exceptional communication skills, strong technical expertise, and a service-first mindset. An ITIL-based approach underpins all aspects of service delivery.

Key Responsibilities - 

• Answer and resolve Service Desk queries in a timely and professional manner
• Handle tickets across laptops, desktops, mobile devices, Microsoft applications, and enterprise tools
• Triage issues effectively and escalate to relevant teams when required
• Troubleshoot Microsoft applications, Teams Rooms, and office AV/meeting room technology
• Provide support across hardware, software, and network-related issues
• Ensure effective ticket management, root cause analysis, and documentation of remedies
• Contribute to continuous improvement by updating knowledge bases and encouraging self-service
• Deliver a consistent high-quality experience when supporting senior executives and C-Suite users

What We're Looking For - 

• Previous experience in a Second Line Support Engineer or IT Support Analyst role
• Proven ability to support senior stakeholders (Chairman, CEO, CFO, C-Suite) with discretion and professionalism
• Strong technical troubleshooting skills across a wide range of IT services
• Excellent communication skills, patience, and customer empathy
• Ability to adapt and learn in a fast-paced environment
• Familiarity with ITIL processes and service management best practices

Key Technologies You'll Use - 

A broad mix of technologies, typically including:

• Microsoft 365 Suite (Outlook, Word, Excel, PowerPoint, OneDrive, SharePoint)
• Microsoft Teams (including Teams Rooms and telephony)
• Windows 10/11 device management
• Intune / SCCM (device deployment, patching, compliance)
• Active Directory / Azure AD (user and group management, permissions)
• Exchange Online
• ServiceNow / Remedy / Freshservice (ticketing & ITSM tools)
• Mobile Device Management (MDM) solutions
• Networking basics (LAN/WAN/Wi-Fi troubleshooting, VPN)
• AV/Meeting Room Tech (Zoom Rooms, Teams Rooms, projectors, video conferencing hardware)
• Printers and peripheral devices
• Remote access tools (RDP, Citrix, VPN clients)

What Success Looks Like - 

• High rate of first-time ticket resolution with minimal escalation
• Clear communication and proactive updates for end users
• Demonstrated fault-finding and root cause analysis
• Positive feedback from C-Suite and end users alike
• Continuous improvement of Service Desk efficiency and knowledge base