2nd Line IT Support Engineer - 3 month contract - Newcastle

We're looking for a 2nd Line IT Support Engineer to join a well-established organisation and provide dedicated support to a key customer environment.

This is a hands-on support role focused primarily on end-user support, service desk activity and first/second-line incidents, whilst also providing escalation support where required.

Key Responsibilities

• Providing 1st and 2nd Line support across desktop, laptop and mobile environments
• Managing and resolving incidents and service requests within agreed SLAs
• Supporting users across Microsoft technologies including Microsoft 365 and Windows environments
• User account administration, onboarding and offboarding
• Troubleshooting hardware, software and connectivity issues
• Supporting Active Directory, permissions and group policy administration
• Working closely with internal teams to escalate and resolve more complex issues
• Maintaining documentation and knowledge base articles
• Delivering excellent customer service and communication to end users

Skills & Experience

• Previous experience in a Service Desk, IT Support or 2nd Line Support role
• Strong troubleshooting skills across Microsoft environments
• Experience supporting:
  • Windows 10/11
  • Microsoft 365
  • Active Directory
  • Exchange Online
  • Azure AD/Entra ID
  • Intune
• Experience working within a ticketing system and SLA-driven environment
• Strong customer-facing communication skills
• Ability to manage multiple priorities and work independently

Desirable

• Exposure to Azure, VMware or infrastructure technologies
• Experience of ServiceNow or similar ITSM platforms
• Understanding of ITIL processes and best practice

The Person We're looking for someone who enjoys supporting end users, takes ownership of issues and is happy operating in a fast-paced support environment. You'll be proactive, customer-focused and willing to get stuck in across a broad range of support activities.

If you're a strong 2nd Line Engineer looking for your next contract opportunity, we'd love to hear from you.