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# 1st/2nd Line Engineer

- **Company:** Robert Walters
- **Location:** Manchester, UK
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Multi-Factor Authentication, Information Technology Operations, Virtual Private Networks (VPN), Microsoft Software, Remote Desktop Services, Software Deployment, Windows Client
- **Published:** October 5, 2026
- **Apply:** https://www.reed.co.uk/jobs/1st-2nd-line-engineer/57421567

## About the Role

* Commercial experience in a Service Desk, IT Support, or 1st/2nd Line Support role.
 * Strong troubleshooting skills across Microsoft technologies.
 * Experience supporting Windows 10/11, Microsoft 365, Active Directory and Exchange.
 * Knowledge of laptop builds, software deployment, VPN and MFA support.
 * Excellent communication and customer service skills.
 * The ability to prioritise workloads and manage multiple tickets effectively.
 * A proactive approach and desire to learn new technologies., * Microsoft 365
 * Windows 10/11

## Description

We're working with a leading Manchester-based organisation seeking a customer-focused IT professional to join their Service Desk team. This is a fantastic opportunity for someone who enjoys a mix of remote and deskside support, working with modern Microsoft technologies, and delivering an exceptional user experience.

The Opportunity

As part of a collaborative IT Operations team, you'll provide 1st and 2nd line support across a diverse technology estate, resolving technical issues and ensuring users receive a high-quality support service.

You'll support a broad range of technologies including:

 * Windows 10 & 11
 * Microsoft 365
 * Active Directory
 * Exchange
 * Microsoft Teams
 * VPN & Multi-Factor Authentication (MFA)
 * Mobile devices (Android & Apple)
 * Remote Desktop Services (RDS)
 * Video conferencing solutions

The role offers plenty of variety, combining Service Desk responsibilities with onsite user support, device builds and configurations, troubleshooting, and continuous improvement initiatives., * Investigate and resolve Service Desk incidents and requests within agreed SLAs.

 * Provide both remote and deskside technical support.
 * Support Microsoft 365, Windows environments, Active Directory, Exchange and related technologies.
 * Build, configure and deploy end-user devices.
 * Escalate complex issues to specialist teams and third-party providers where required.
 * Create and maintain technical documentation and user guides.
 * Support senior stakeholders and VIP users.
 * Identify opportunities to improve service quality and IT processes.
 * Participate in an out-of-hours support rota on a rotational basis.