Senior 2 nd Line IT Support Engineer Luton, Bedfordshire | Watford, Hertfordshire £34,390.58 per annum Excellent Benefits & Personal Development Enhanced DBS Check & Full UK Driving License Required Ready to Elevate Your IT Career? Are you a tech-savvy problem solver with a passion for delivering exceptional IT support? Do you thrive in a fast-paced, mission-driven environment where your expertise makes a real impact? If so, we want to hear from you! Join a forward-thinking organisation that's transforming lives through high-quality technical and professional education. From apprenticeships to higher education, your work will directly support learners and educators across multiple campuses. What You'll Be Doing: As a Senior 2 nd Line IT Support Engineer, you'll be the go-to expert for resolving complex technical issues and leading service improvements. You'll: Deliver expert 2 nd Line to some 3 rd Line support across Windows 10/11, macOS, iOS, Android, and enterprise applications. Manage incidents using SCCM, MS Endpoint, Intune, PowerShell, and Active Directory (on-prem & Azure AD). Lead root cause analysis and problem management processes. Maintain ITSM records (ServiceNow, Remedy, HEAT) and support ITIL-aligned service delivery. Mentor junior engineers and ensure SLA compliance across service queues. Collaborate on training plans, skills matrices, and technical projects. Provide flexible support across campuses and participate in out-of-hours rotas. What You'll Bring: Strong technical knowledge of desktop/mobile platforms and enterprise tools. Hands-on experience with ITSM tools and ITIL processes. Excellent communication skills-able to translate tech talk into plain English. A proactive, solutions-focused mindset with a drive for continuous improvement. Desirable Qualifications: HNC/HND, Degree, or equivalent in IT. ITIL Foundation Certification. Experience in asset management and leading technical projects. Why You'll Love It Here: Be part of a purpose-driven organisation that changes lives through education. Work in a collaborative, supportive IT team that values innovation. Enjoy a generous benefits package and continuous professional development. Interested? Let's Talk! Call John McManus at Experis IT on 0121 712 8715 to apply or learn more.