> Markdown version of [/jobs/ext/3330369-1st-2nd-line-it-support-engineer](https://www.wearedevelopers.com/jobs/ext/3330369-1st-2nd-line-it-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 1st/2nd Line IT Support Engineer - **Company:** HGF Limited - **Location:** Leeds, UK - **Experience:** Experienced - **Salary:** £37,430.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Dynamic Host Configuration Protocol, Domain Name System (DNS), Error Codes, Event Logging, Issue Tracking Systems, IP Addressing, Virtual Private Networks (VPN), Network Troubleshooting, Networking Basics, Office365, Microsoft InTune, Information Technology, Deployment Automation, Wireless Technologies, Zendesk, Servicenow - **Published:** September 30, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5903118109 ## About the Role We're looking for a proactive and customer-focused IT Support professional with solid experience across first and second-line support. The successful candidate will be comfortable troubleshooting technical issues, supporting Microsoft 365 environments, and delivering excellent service to end users in a fast-paced professional setting. Minimum 2 years' experience in an IT Support or Service Desk role, including second-line support. Strong Microsoft 365 administration experience, particularly Entra ID, Exchange Online, Intune, Teams and Active Directory. Good knowledge of Windows 11, Microsoft 365 applications, event logs and error code analysis. Experience diagnosing and resolving laptop, desktop and hardware issues. Understanding of networking fundamentals including IP addressing, DNS, DHCP, VPN and wireless technologies. Experience using ticketing systems such as Freshservice, ServiceNow or Zendesk. Excellent communication skills with the ability to explain technical concepts to non-technical users. Strong organisational skills with the ability to prioritise and manage multiple requests. Desirable Experience & Qualifications Experience deploying and managing devices using Intune and Autopilot. Knowledge of Microsoft Purview, sensitivity labels and DLP reporting. Experience with IT asset management tools such as Lansweeper. Previous experience supporting a professional services or law firm environment, including applications such as iManage. Microsoft 365 certification and/or ITIL Foundation qualification. Experience working within an ISO 27001-certified organisation. ## Description This role provides first and second-line IT support across the business, resolving technical issues via phone, email, ticketing systems and in person. The successful candidate would take ownership of support requests from start to finish, ensuring users are kept informed throughout, while supporting Microsoft 365, Entra ID and Active Directory accounts, and troubleshooting hardware including Windows laptops, iPhones, printers, monitors and meeting room technology. The position also involves investigating more complex technical issues, supporting business-critical applications, managing devices through Intune, troubleshooting network connectivity, and responding to security alerts. Alongside daily system maintenance, the role includes maintaining IT documentation and asset records, escalating issues when required, supporting office and device deployments, and assisting with wider IT projects such as software rollouts and office moves. ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [The 2026 Talent Pivot: Essential Trends for an Evolving Workforce](https://www.wearedevelopers.com/videos/100098-the-2026-talent-pivot-essential-trends-for-an-evolving-workforce) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Robots are coming into the wild! 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