IT Engineer

A public sector organisation are looking for a 2nd Line IT Engineer to support day-to-day IT operations across the organisation. The role will focus on resolving escalated support issues, maintaining end user devices, and ensuring critical systems remain available to frontline services.

Responsibilities:

• Provided 2nd line support across desktop, laptop, mobile, and application issues
• Investigated and resolved escalated incidents from the service desk within agreed SLAs
• Supported user account management within Active Directory and Office 365
• Assisted with device builds, configuration, and deployment of end user equipment
• Carried out software installations, updates, and patching
• Supported endpoint management via SCCM and/or Intune (desirable)
• Troubleshot hardware, software, and network connectivity issues
• Worked closely with 1st line and 3rd line teams to ensure efficient issue resolution
• Supported rollout activity such as hardware refresh or system upgrades
• Maintained documentation and updated ticketing systems accurately

Key Skills & Experience:

• Experience in a 2nd line IT support role
• Strong knowledge of Windows 10/11 environments
• Active Directory (user accounts, group policies – basic level)
• Office 365 (user admin, troubleshooting)
• Good understanding of desktop and laptop support
• Experience working within a ticketing system and ITIL environment
• Strong troubleshooting and customer service skills
• Previous public sector experience highly desirable