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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Second Line Technical Support Engineer - **Company:** Hireful - **Location:** London, UK - **Experience:** Experienced - **Salary:** £41,820.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Dynamic Host Configuration Protocol, Local Area Networks, Networking Basics, Microsoft SharePoint, Software Asset Management, TCP/IP, Wi-Fi Technology, Peripherals, Microsoft InTune, Deployment Automation, Network Support, Laptops, ManageEngine, Unified Endpoint Management - **Published:** October 22, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5936758341 ## About the Role * At least two years in a second-line desktop or end-user support role * Demonstrable experience of structured troubleshooting and root cause identification prior to escalation * Experience maintaining high-quality ticket records, technical documentation and support handovers * Experience working within ITIL-aligned service management processes and standards * Proven ability to manage competing priorities while providing high-quality support to senior stakeholders and executive users * Windows 10 and 11 support and deployment * Microsoft 365 administration at support level: Exchange Online, Teams, OneDrive and SharePoint * Active Directory and Entra ID user and device management * Microsoft Intune, including device enrolment and management across Windows and mobile devices * An ITSM ticketing tool, working to SLAs and priorities * Basic networking and wireless troubleshooting (LAN, Wi-Fi, TCP/IP, DNS and DHCP). Liaison with network support teams where escalation is required * Disciplined record keeping, including asset and configuration data * Clear, professional communication in person, by phone and in writing, with the ability to explain technical issues in plain language * Confidence supporting senior stakeholders calmly and discreetly * Reliable, punctual and dependable, acting as the permanent on-site technical presence and continuity resource for the London office * Thorough, with strong attention to detail and follow-through * Takes ownership of issues through to resolution * Learns new environments quickly and works well within an established team Desirable: * ManageEngine ServiceDesk Plus * Windows Autopilot * Software asset management tools * Meeting room systems, such as Microsoft Teams Rooms * Market data terminals, such as Bloomberg * ITIL 4 Foundation and/or Microsoft Endpoint Administrator (MD-102) or equivalent practical experience * Experience in a multi-site or international organisation ## Description An excellent opportunity has emerged for a Second Line IT Support Engineer to join our client's IT team full time at their London head office, close to Goodge Street Station. You will be the permanent on-site engineer for the office, resolving escalated incidents and service requests, supporting staff in person and remotely and keeping devices and asset records accurate. You will work alongside a rotating First Line colleague and act as the consistent point of continuity on site. Day-to-day direction will come from the client's IT Service Management lead., * Follow agreed handover standards and templates to ensure continuity of support, effective knowledge transfer and seamless transition of work between engineers and support teams * Provide face-to-face support to staff, including senior executives and remote support to colleagues at other locations and across time zones * Resolve second-line incidents and requests within agreed service levels, performing appropriate troubleshooting, diagnostics and remediation activities before escalation to specialist teams where required * Take ownership of incidents and service requests through to resolution, coordinating with internal and external support groups as necessary * Build, deploy, upgrade and retire laptops and peripherals, including Windows 11 upgrades and device enrolment * Maintain complete, accurate and auditable asset records throughout the device lifecycle, ensuring all deployments, swaps, repairs, returns and disposals are recorded in accordance with agreed processes * Support meeting rooms, Teams calling and conferencing equipment, printers and other on-site technology * Follow documented procedures and service management processes and help improve them * Maintain comprehensive ticket documentation, investigation notes and handovers, ensuring all troubleshooting steps, findings and actions are recorded before escalation or transfer * Guide and support First Line colleagues on site * Occasionally work outside core hours for planned activities, such as building power-downs or post-change checks, by prior arrangement