2nd Line Support Engineer

We are seeking a talented Second Line technical support engineer with a strong focus on proactive monitoring, preventative solutions and troubleshooting. An ideal candidate would pay key attention to root cause analysis and providing long lasting technical solutions.

As a 2nd Line Engineer, you will provide 1st and 2nd line technical support across the business, resolving a wide range of hardware, software, server, and network-related issues. You will support Windows environments and play a key role in maintaining and troubleshooting Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint. The role will involve proactive monitoring of core IT infrastructure such as servers, virtual machines, backups, antivirus alerts, VPN connectivity, and cloud services, ensuring systems remain stable and secure.

You will also manage user accounts, permissions, access controls, and group policies, supporting onboarding and offboarding processes, and maintaining accurate documentation and procedures. In addition, you will contribute to IT projects such as hardware refreshes, software rollouts, and infrastructure upgrades, escalating more complex issues when required and helping drive continuous service improvement.

You'll be a key member of the IT team delivering technical support across all departments within Apollo. This role is perfect for an engineer who wants to step away from MSP/outsource model and into an in-house role where you can take ownership, implement long-term solutions, and be truly valued as part of the team.

Key tasks:

• Provide 1st and 2nd line technical support for laptop, desktop, server and network and application issues.
• Manage the IT asset register and lifecycle processes, including procurement, deployment, maintenance, and secure disposal, ensuring accurate records for hardware, software licensing, warranty, and compliance.
• Install and configure hardware and software.
• Monitoring of: Servers and virtual machines, network and VPN, anti-virus alerts, back-up and storage and e-mail and cloud services.
• Resolve issues involving Office 365, windows and mac systems including issues related to Outlook, Teams, OneDrive and SharePoint.
• Manage and maintain user accounts, permissions, group policies, and access controls.
• Support IT onboarding and offboarding processes, including provisioning equipment and ensuring appropriate system access
• Provide hardware and network troubleshooting (including Wi-Fi, VPN's and firewalls)
• Responsible for monitoring IT support ticket queues
• Produce and maintain technical documentation and update handbooks for procedure and record keeping.
• Escalate complex issues to a senior software engineer.
• Participate in hardware refresh projects, software rollouts, and infrastructure upgrades.
• Provide feedback on recurring issues to help improve products and services.
• Participate in team meetings and contribute to continuous improvement initiatives.
• Provide clear and effective solutions to team members.

Do you have experience in Software development?, Do you have a Bachelor's degree?, * Bachelor's degree in IT/computer science or other recognised qualification

• Minimum of 1-2 years experience in a second line technical role
• Strong organisational and time-management skills

Special Skills/Knowledge/Abilities:

• Excellent written and verbal communication skills.
• Excellent time management and organisational skills.
• Understanding of Microsoft desktop operating systems.
• Critical thinking and excellent problem-solving skills
• Good working knowledge of Windows 10/11 and Windows Server environments.
• Experience supporting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
• Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
• Knowledge of backup systems and basic storage concepts.
• Experience using Monday.com
• Familiarity with monitoring systems, handling alerts, and performing basic health checks.

Why Join Us?

• Be part of a collaborative and supportive team.
• Play a vital role in delivering exceptional service to our customers.
• Opportunity to develop skills and experience within a specialist industry.

Job Types: Full-time, Permanent

Pay: £30,000.00-£35,000.00 per year

Benefits:

• Bereavement leave
• Company events
• Company pension
• Employee discount
• Free parking
• Health & wellbeing programme
• On-site gym
• On-site parking
• Referral programme
• Sick pay