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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Second Line IT Support Engineer - **Company:** apetito - **Location:** Trowbridge, UK - **Experience:** Expert - **Salary:** £35,000.0 - £38,000.0 - **Contract:** Permanent contract - **Skills:** Active Directory, Microsoft Azure, Issue Tracking Systems, Subnetting, Microsoft Operating Systems, Windows Servers, Azure Active Directory, Cloud Services, Remote Service Software, Office365, Patch Management - **Published:** May 15, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=29d8fb02cd1cbfdb ## About the Role Do you have experience in Microsoft Windows Server?, Skills and Competencies * Ideally, a minimum of 3 years of experience working on an IT Service Desk at a 2nd Line level. * A strong technical understanding of IT technologies such as Active Directory, M365, Azure AD and Microsoft operating systems. * A good understanding of network principles such as IP and subnets. * Excellent communication and interpersonal skills. * Excellent customer service skills. * Able to communicate effectively with people of technical and non-technical backgrounds. * Ability to work under pressure and meet demanding expectations. * Strong attention to detail and accuracy of data. * Knowledge of the ITIL framework. * Experience with ticketing systems and managing ticket demands effectively. * Experience with patching tools and automation. * Experience with remote support tools. Qualifications and Certifications * IT Certifications such as CompTIA A+ or N+ is desirable. * Azure Fundamentals or higher is desirable. * ITIL4 Foundation is desirable. Personal Qualities * A self-motivated individual, looking to provide excellent service delivery. * Able to work independently and as part of a team. * Enjoys interacting with other people and can build good rapport. * A thirst for knowledge and desire to develop their skills. * Organised and reliable, with good time keeping. ## Description * Support Windows server environments to perform 2nd line tasks for issues and maintenance. * Support and troubleshoot end user devices and technologies. * Support user issues on network & telephony infrastructure. * Support cloud services such as M365 & Azure. * Log and investigate incoming IT support requests through various methods including, telephone, tickets, email and in person. * Participate in recurring tasks such as patch management, backup checks & other regular tasks as required. * Analyse reported issues to accurately identify the problem that needs to be investigated and troubleshoot these problems to conclusion. * Process and fulfil IT service requests such as account provisioning, password resets, software installs and hardware setup. * Perform regular proactive checks of offices, meeting rooms and other areas to ensure functionality of IT equipment across the business. * Ensure timely delivery of incidents and requests, in accordance with service level agreements (SLA) and key performance indicators (KPI). * Identify and flag recurring or similar issues for higher-tier support to investigate root causes. * Assist the wider team and end users with IT asset management. * Help maintain a knowledge base for internal knowledge sharing. * Help build and maintain end user guides for self-help portals. * Participate in on-call rota to provide out-of-hours support. * Assist in mentoring and training of junior members of the team. * Any other task as directed by management. ## Related Videos - [Local Candidates vs International Talent - Building the Very Best Dev Team](https://www.wearedevelopers.com/videos/1067-local-candidates-vs-international-talent-building-the-very-best-dev-team) - [Leverage Cloud Computing Benefits with Serverless Multi-Cloud ML ](https://www.wearedevelopers.com/videos/78-leverage-cloud-computing-benefits-with-serverless-multi-cloud-ml) - [Small, Secure, Interconnected: The next Internet Protocol](https://www.wearedevelopers.com/videos/100062-small-secure-interconnected-the-next-internet-protocol) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [ZEISS & Microsoft - Building the Next Generation Medical Ecosystem in the Cloud](https://www.wearedevelopers.com/videos/424-zeiss-microsoft-building-the-next-generation-medical-ecosystem-in-the-cloud) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette)