2nd Line Support Engineer

This is an excellent opportunity for an experienced IT professional to join an established enterprise IT function supporting over 8,000 users across more than 100 sites. The role will provide exposure to a broad range of technologies, including Microsoft 365, Windows, Active Directory, Exchange, networking, endpoint management and mobile devices, while working alongside internal technical teams and external suppliers.

As the Second Line Support Engineer, you will work as part of a busy IT Service Desk, supporting users remotely across multiple sites and environments. You will manage your own workload, liaise with internal teams and external suppliers, and contribute to service improvements and technical projects.

What you will be doing as Second Line Support Engineer:

• Provide professional 1st and 2nd line technical support to users across a large and diverse customer base.
• Take ownership of incidents and service requests, prioritising and managing your own workload to ensure issues are resolved within agreed SLA timescales.
• Investigate and resolve technical issues, escalating to specialist teams or suppliers where appropriate.
• Support the installation, configuration, maintenance and upgrade of desktop hardware, software and end-user devices.
• Administer user accounts and access to network and business applications.
• Carry out technical tasks relating to desktop imaging, software deployment, patching, endpoint security and device management.
• Maintain accurate records of incidents, changes, assets, licences and technical work undertaken.
• Monitor and investigate recurring faults, identifying opportunities to improve processes and reduce repeat incidents.
• Test and evaluate hardware and software solutions before they are introduced into the supported environment.
• Liaise with internal technical teams, customers and external suppliers to coordinate effective resolution of issues.
• Provide technical input into IT projects and contribute to the ongoing development and improvement of IT support services.
• Maintain technical documentation and knowledge base information to support consistent service delivery.
• Provide technical advice and guidance to users, helping them make effective use of IT systems and equipment.
• Support wider IT infrastructure, including network and server environments, where required.
• Participate in an out-of-hours support rota where required.

• Proven experience working in a 2nd line or enterprise-level IT support environment.
• Strong technical knowledge across Microsoft desktop technologies, including Windows 10/11, Microsoft Office and Microsoft 365.
• Experience supporting and troubleshooting a broad range of desktop hardware, applications and end-user devices.
• Good working knowledge of Active Directory, Microsoft Exchange and user account administration.
• Knowledge of LAN environments, TCP/IP networking and common connectivity issues.
• Experience with endpoint management, desktop imaging, software deployment and patch management technologies.
• Knowledge of IT security principles, including endpoint encryption, antivirus and data protection.
• Experience supporting mobile technologies, including Android and iOS devices.
• Good understanding of remote support technologies such as RDP, VPN and Terminal Services.
• Experience using IT Service Management or Service Desk systems to manage incidents, requests and changes.
• Strong fault-finding and diagnostic skills, with the ability to analyse complex technical problems and identify appropriate solutions.
• Ability to recognise recurring issues and use investigation and research to identify longer-term resolutions.
• Excellent customer service and communication skills, with the ability to explain technical information clearly to non-technical users.
• Strong organisational skills, with the ability to prioritise competing demands and work effectively under pressure.
• Ability to work both independently and collaboratively within a technical support environment.
• Relevant IT qualifications such as CompTIA A+, Microsoft certifications or equivalent practical experience would be advantageous.
• ITIL Foundation or equivalent service management experience would be advantageous.
• Experience within a public sector, healthcare, education or similarly complex environment would be beneficial.

• Permanent opportunity within a large and established public sector IT environment.
• Hybrid working, based in Herefordshire.
• Salary of £27,427 - £34,456 per annum.
• 26 days annual leave plus Bank Holidays, rising to 31 days after 5 years’ service.
• Salary sacrifice pension scheme.
• Flexible benefits scheme, including retailer discounts, healthcare plans and the option to buy or sell annual leave.
• Cycle to work scheme.
• The opportunity to support a large and diverse user base across a complex enterprise IT environment.
• The chance to develop your technical skills across desktop, network, server, security and endpoint technologies.

If you feel you have the relevant skills and experience for the Second Line Support Engineer position, then please apply or reach out to Sadie Wilkes at Sellick Partnership for more information.

Sellick Partnership are currently partnered with a public sector organisation in the West Midlands, who are seeking an experienced Second Line Support Engineer to join their IT Service Desk team.