It Support Engineer (2nd and 3rd)

• Provide 2nd line technical support for escalated IT incidents and service requests

• Troubleshoot and resolve issues across Windows 10/11, laptops, desktops, and peripherals

• Support Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive

• Manage user accounts and permissions via Active Directory and Azure AD

• Support VPN, remote access, and MFA authentication tools

• Diagnose and resolve networking issues (DNS, DHCP, TCP/IP)

• Log, update, and resolve tickets within the ITSM system, ensuring SLA adherence

• Escalate complex issues to 3rd line or infrastructure teams where required

• Assist with IT projects, system upgrades, and hardware deployments

• Maintain clear and accurate documentation of work completed

This is an excellent opportunity for a technically skilled support professional who enjoys troubleshooting a wide range of IT issues and providing high-quality customer service in a fast-paced manufacturing environment., * Previous experience in a 2nd Line IT Support / Service Desk role

• Strong knowledge of Windows operating systems (Windows 10/11)

• Experience supporting Microsoft 365 and Active Directory

• Good understanding of basic networking concepts

• Experience using ITSM tools (e.g. ServiceNow, Jira, etc.)

• Strong troubleshooting and problem-solving skills

• Excellent communication and customer service skills

• Hybrid working model (Birmingham office + remote flexibility)

• Monday to Friday working pattern - no shift work

• Excellent opportunity to gain exposure to enterprise IT environments

• 12-month FTC with potential for extension

• 25 days annual leave plus BH

• Company pension