1st / 2nd Line Support Engineer

Robert Half have partnered with a UK Based non for profit organisation to recruit for a 1st / 2nd Line Support Engineer to join hire IT team on an initial 3-month contract.

You'll be the first point of contact for staff experiencing technical issues, providing hands-on support and troubleshooting across hardware, software, and network systems, while also handling more complex escalations that fall into 2nd line.

This is a great opportunity for someone who enjoys variety, works well independently, and wants to make a tangible difference by supporting a team focused on social impact.

• Mac and Windows troubleshooting.
• Provide 1st and 2nd line technical support to staff via phone, email, and ticketing system
• Log, triage, and resolve incidents and service requests within SLA
• Troubleshoot hardware, software, printer, and network connectivity issues
• Set up and configure new starter equipment (laptops, mobiles, accounts)
• Manage user accounts and permissions (Active Directory / Office 365 / Google Workspace)
• Escalate unresolved issues to 3rd line or external suppliers where appropriate
• Maintain accurate records of incidents, resolutions, and asset inventory
• Support with basic network and server troubleshooting
• Contribute to IT documentation and knowledge base articles
• Assist with IT projects and rollouts as required

• 2-4 years experience within 1/2nd Line Support
• Proven experience in a 1st/2nd line support or service desk role
• Strong working knowledge of Windows 10/11, Office 365, and Active Directory
• Proficient with both Mac and Windows IT Support
• Experience with ticketing systems (e.g. ServiceNow, Freshservice, Zendesk)
• Solid troubleshooting skills across hardware, software, and connectivity issues
• Excellent communication skills, with the ability to explain technical issues to non-technical users
• Strong organisational skills and ability to manage a varied workload

• 3-month initial contract with potential to extend
• Opportunity to support a mission-driven organisation making a real difference
• Based in London - 3 days per week onsite

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