2nd Line IT Support Engineer

An exciting opportunity has arisen for a skilled and motivated Second Line IT Support Engineer to join a dynamic IT team supporting both head office staff and a network of external stakeholders. This role is ideal for someone with strong technical expertise, excellent communication skills, and a passion for delivering high‑quality support.

The successful candidate will act as an escalation point for first‑line support, troubleshoot a wide range of IT issues, and help maintain reliable systems, networks and applications across the organisation.

Key Responsibilities

* Provide second‑line technical support to internal teams and external partners, including occasional support for personal equipment.

* Maintain and support IT hardware and software within agreed SLAs.

* Act as an escalation point for the first‑line support team, ensuring effective and timely resolution.

* Support the head office network infrastructure, including firewalls, switches and leased lines.

* Help maintain high levels of availability across IT systems, resolving incidents proactively.

* Administer and maintain the organisation's Microsoft Dynamics-based database, working with external partners when required.

* Collaborate effectively with third‑party suppliers on support tasks and IT projects.

Essential Experience & Skills

* Strong Microsoft 365 administration experience.

* Excellent customer service skills, both written and verbal.

* Strong documentation abilities, with the capacity to produce clear technical and user‑friendly guides.

* 2-5 years' experience in a Second Line IT Support role (or similar).

* Advanced technical skills across both 1st and 2nd line environments.

* Networking experience (Wi-Fi, switches, firewalls, NAS devices).

* Experience supporting and administering Windows Server (2012 R2-2022).

* Experience installing, configuring and maintaining printers.

* Experience with VMware (version 5.5+ desirable).

* Ability to pass an enhanced DBS check.

Personal Attributes

* A strong team player who can also manage individual projects independently.

* Proactive, eager to learn, and able to follow technical guidance accurately.

* Confident communicator with the ability to adapt information for different audiences.

* Strong critical thinking skills and the ability to remain calm under pressure