I’m working with a well-established professional services organisation in London that is looking to add a confident, hands-on 2nd Line IT Support Engineer to their growing IT team.
This role is ideal for someone who already has solid support experience and is ready to take ownership of more complex technical issues, while still delivering an exceptional end-user experience. You’ll be supporting a high-performing, professional user base, so strong communication skills and a calm, service-focused approach are essential.
🛠 The Role
You’ll act as a key escalation point within the support team, delivering high-quality technical support across the business. Responsibilities include:
* Providing primarily 2nd line support with some 1st line escalation where required
* Acting as a professional and approachable point of contact for technical issues
* Troubleshooting more complex Windows OS, desktop, and application issues
* Supporting and administering Microsoft 365 environments
* Managing Active Directory / Entra ID user accounts, permissions, and policies
* Supporting Exchange Online and email-related troubleshooting
* Handling device builds, deployments, hardware rollouts, and user migrations
* Supporting mobile device management and handset setups
* Assisting with IT infrastructure projects, upgrades, and system improvements
* Working closely with senior engineers on escalated incidents and root cause analysis
✅ What We’re Looking For
* Proven experience in a 2nd line IT support role
* Strong customer service and confident user-facing communication skills
* Ability to remain calm and professional in a fast-paced environment
* Solid troubleshooting experience with modern Windows environments
* Good working knowledge of Microsoft 365 (Office apps, Exchange Online, Teams, SharePoint)
* Experience administering Active Directory / Entra ID
* Experience supporting email systems and mail flow issues
* Hands-on experience with laptop/desktop builds, migrations, and deployments
⭐ Desirable (Nice to Have)
* Basic networking knowledge (DNS, DHCP, IP addressing, subnetting)
* Exposure to Microsoft Intune / Endpoint Manager / Conditional Access
* Familiarity with email security & filtering tools (e.g. Mimecast, SPF, mail flow)
* Awareness of firewalls such as SonicWall or WatchGuard
* Experience in multi-site or fast-moving professional environments
This is a fully onsite role in London (5 days per week), supporting users directly in a highly professional, collaborative environment.
* Strong exposure to hands-on 2nd line technical work
* Involvement in infrastructure and improvement projects
* Opportunity to support a high-performing professional user base
#J-18808-Ljbffr