Second 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.