IT Support Engineer - 2nd Line
Role details
Job location
Tech stack
Job description
As a second line IT support engineer at Avania, you will play a key role in delivering responsive, customer-focused IT support to colleagues around the globe.
The second lone IT Support engineer will be involved with the configuration and administration of IT systems to ensure smooth operations and projects.
This is an internal customer facing role and requires excellent prioritization, responsiveness and customer service, escalating more technical issues to other team members along with good verbal communication skills.
Progression within the team is possible to Senior Systems Engineer and to further technical roles.
What you'll be doing
- Provide 2nd line technical support to our global user base via phone, email and in person, as appropriate
- Investigate and troubleshoot complex hardware, software and network issues, and provide timely resolution or escalation to the appropriate team member
- Good understanding of networking concepts and protocols (e.g.Switches, Routers, Firewalls, TCP/IP, DNS, DHCP)
- Work closely with the IT team to identify and resolve system and networking problems, and provide input on improving system performance and security
- Perform regular system maintenance tasks, such as system updates, patches, and backups
- Participate in the development and implementation of IT policies and procedures
- Provide training and support to staff on the use of software applications and other IT tools
- Manage and maintain inventory of IT equipment and supplies
- Maintain accurate records of all customer interactions and support in our ticketing system (Freshworks)
- Collaborate with 3rd party vendors and service providers to resolve issues, We offer a dynamic and supportive work environment within a growing global IT function that underpins impactful clinical research projects. You will have the opportunity to work closely with colleagues across regions and time zones, playing a key role in the "follow-the-sun" IT support model that keeps our users productive and connected. Our flexible work arrangements include fully remote options across our European locations, with a preference for candidates based in the UK, and the possibility of working near an Avania office where available to benefit from occasional face-to-face interaction. We provide a clear and structured interview process, competitive compensation, and a defined development path from second line IT Support engineer to senior systems engineering roles. Join us to contribute to a responsive, customer-focused Service Desk, gain hands-on experience with a broad range of technologies, and grow your IT career in a company committed to developing new talent in technical support.
Requirements
Do you have experience in Word processing?, * Strong interest in IT support and customer service, with the motivation to grow toward a more senior systems engineer role over time.
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Excellent communication and interpersonal skills, with the ability to interact professionally with end users, IT colleagues, and other internal stakeholders, calmly guiding non-technical users through technical issues.
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Tech-savvy and quick to learn new systems and tools, with general proficiency in standard office software (e.g., email, spreadsheets, word processing) and an interest in building knowledge across typical corporate IT environments (e.g., Windows, networks, devices).
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Proactive, curious mindset with a desire to deepen technical skills, understand root causes of recurring issues, and continually take on new responsibilities and project work when service demand is lower.
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Ability to work effectively in a remote or office-based setting, maintaining focus and discipline while supporting colleagues across multiple countries and time zones as part of a "follow the sun" support model.
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Reliable team player who thrives in a supportive, close-knit IT environment and contributes positively to team culture, even when working virtually.
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Strong time-management skills with the ability to prioritize tickets, handle multiple user requests, and meet agreed service levels in a dynamic, growing organization.
What you'll need
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Strong problem solving, analytical abilities, and troubleshooting skills
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Up to date knowledge and certifications for Microsoft software stack e.g. Entra ID / Cloud, InTune, Windows OS, Office, Teams
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Up to date knowledge of Windows Domains, operating systems, cloud services, and virtualisation technologies
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System & platform maintenance and administration
- Patch Management
- Updates and upgrades
- Installation of software and hardware
- Network components
- Unified communications platforms
- Organisational, facilitation and project management skills
- Actively pursue learning and self development.
