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# 1st/2nd Line Support Engineer

- **Company:** Robert Half International Inc.
- **Location:** London, UK
- **Experience:** Experienced
- **Contract:** Temporary to permanent
- **Skills:** Microsoft Windows, Active Directory, Issue Tracking Systems, Microsoft Office, Networking Basics, Connectivity Problems, Information Technology, Gsuite, Zendesk, Servicenow, User Accounts
- **Published:** August 4, 2026
- **Apply:** https://www.careerboard.com/pt/en/find-jobs-in-United-Kingdom/-F7DAFAF1CBDFD687AB/

## About the Role

* 2-4 years experience within 1/2nd Line Support
 * Proven experience in a 1st/2nd line support or service desk role
 * Strong working knowledge of Windows 10/11, Office 365, and Active Directory
 * Proficient with both Mac and Windows IT Support
 * Experience with ticketing systems (eg ServiceNow, Freshservice, Zendesk)
 * Solid troubleshooting skills across hardware, software, and connectivity issues
 * Excellent communication skills, with the ability to explain technical issues to non-technical users
 * Strong organisational skills and ability to manage a varied workload

## Description

You'll be the first point of contact for staff experiencing technical issues, providing hands-on support and troubleshooting across hardware, software, and network systems, while also handling more complex escalations that fall into 2nd line.

This is a great opportunity for someone who enjoys variety, works well independently, and wants to make a tangible difference by supporting a team focused on social impact., * Mac and Windows troubleshooting.

 * Provide 1st and 2nd line technical support to staff via phone, email, and ticketing system
 * Log, triage, and resolve incidents and service requests within SLA
 * Troubleshoot hardware, software, printer, and network connectivity issues
 * Set up and configure new starter equipment (laptops, mobiles, accounts)
 * Manage user accounts and permissions (Active Directory/Office 365/Google Workspace)
 * Escalate unresolved issues to 3rd line or external suppliers where appropriate
 * Maintain accurate records of incidents, resolutions, and asset inventory
 * Support with basic network and server troubleshooting
 * Contribute to IT documentation and knowledge base articles
 * Assist with IT projects and rollouts as required


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