Tech Bar Engineer (2nd line IT Support) - Contract

About Us

Zero Plus Ltd is a trusted technology services partner to the UK Government and corporate sectors. We deliver secure, reliable, and scalable solutions to multiple UK public sector organisations.

Supporting more than 20,000 end users, our mission is to enable secure cloud and end user services guided by our Zero Trust Security Model. Our teams specialise in Identity Verification, Managed Endpoints, Threat Detection, Secure Remote Access, and Adaptive Security Policies, balancing exceptional user experience with enterprise grade security.

We operate under an ISO/IEC 27001 certified ISMS and an ITIL aligned service management framework, ensuring integrity, resilience, and operational excellence.

Why join Zero Plus?

• Great Location: Our modern offices in the Strand, London, place you at the heart of one of the city’s most vibrant areas, surrounded by history, culture, and excellent transport links
• High Impact Projects: Work on cutting-edge initiatives in secure cloud adoption and Zero Trust Security across multi-platform estates, supporting some of the UK’s most high-profile digital environments.
• Collaborative and Inclusive Culture: We are building a workplace where people feel they belong, are supported, and can thrive. Inclusion is embedded into how we work, every voice matters, and diverse perspectives strengthen our organisation. We welcome applications from people of all backgrounds and lived experiences. This includes gender, ethnicities, sexual orientations, and abilities, as well as those from a wide range of socio-economic and educational backgrounds. Our aim is to remove barriers where we can, ensure fairness in our processes, and create an environment where everyone can succeed and contribute meaningfully.
• Growth and Development: We are committed to your long-term career growth. From personal development plans to technical certifications, we invest intentionally in your development. We offer excellent personal development opportunities, including a £3,000 annual training allowance per employee. In addition, every Line Manager has an explicit requirement in their Job Description to actively support the personal development of each person in their team. This ensures you have the structure, support, and resources to grow with us.
• Purpose-Driven Work: At Zero Plus, your expertise directly supports national digital services, helping public sector organisations operate securely and confidently in complex environments.

The Role

We are looking for a Tech Bar Engineer (Contractor) to provide 2nd Line technical support to provide face-to-face and remote technical support for some of the UK’s most high-profile digital environments, where secure, scalable, cloud-native infrastructure is mission critical.

You will act as the escalation point for incidents, requests, and technical issues unresolved at 1st line, ensuring timely resolution in line with SLAs and Zero Plus’s service and security standards. This role is highly customer-facing and requires strong technical and communication skills.

In this role, you will:

• Provide 2nd line support at the Tech Bar (onsite and remote)
• Troubleshoot and resolve escalated issues across macOS, Windows, iOS, and Android as well as support Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive).
• Configure and support hardware (laptops, mobiles, printers) and software (MDM, O365, VPN).
• Assist with onboarding, provisioning, and user training and escalate complex incidents to 3rd line teams or vendors, ensuring ownership until resolution
• Contribute to knowledge base documentation and continuous improvement and collaborate with internal and external teams
• Ensure compliance with ISO 27001 and ITIL service management processes.

This is a great opportunity for an experienced contractor who enjoys delivering high-quality user support in high-profile environments.

What We’re Looking For

We would love to hear from you if you have:

• 2–5 years’ experience in 2nd line / Tech Bar support
• Strong knowledge of macOS, with additional support experience in Windows, iOS, and Android
• Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive) administration skills
• Knowledge of Active Directory, Azure AD / EntraID, and identity management
• Experience with ITIL-based service desk/ticketing systems (e.g. ServiceNow)
• Strong troubleshooting and customer service skills, including face-to-face support
• Ability to prioritise workload and manage incidents in line with SLAs
• Valid, current SC Clearance (to be transferred to Zero Plus)

Its not essential, but it would be great if you also had:

• ITIL Foundation certification.
• Microsoft 365 Administrator / Apple certifications.
• Familiarity with security and access management tools (Okta, Zscaler, Intune, Workspace ONE).
• Previous experience in VIP/high-profile support.
• Exposure to ISO 27001 or ISO 9001 environments.

If you pride yourself on your customer service skills combined with the ability to problem solve and deliver high-quality technical support in a fast-paced, mission-critical environment, we would love to hear from you.