IT Support Engineer (2nd Line)
Role Overview
Position: IT Support Engineer (Second Line)
Start Date: ASAP
Contract Length: 12 Months + Extensions
Working Pattern: Part-Time - 24 hrs/week (3 days)
Location:
1. 1 day onsite - Bradford
2. 1 day onsite - Chapel-en-le-Frith
3. 1 day remote
Potential: May increase toward full-time workload
Role Purpose
We are seeking an experienced, hands-on IT Support Engineer to provide dependable end-user and local infrastructure support across two UK sites.
This role requires a self-sufficient, autonomous engineer who can own issues end-to-end, act as the local IT presence, and ensure smooth daily IT operations.
Junior profiles are not suitable.
Key Responsibilities
End User & 2nd Line Support
4. Deliver 2nd line IT support for office and operational users.
5. Troubleshoot:
PCs & laptops
Peripherals & printers
Software issues
User accounts & access support
6. Manage incidents and service requests aligned with SLA targets.
7. Provide on-site IT presence and user assistance.
Infrastructure & Site Support
8. Support local infrastructure refresh activities:
PC refresh & workstation builds
Hardware deployments
Network & server refresh coordination
9. Assist enterprise IT teams with:
LAN/WAN connectivity troubleshooting
Switches, Wi-Fi access points
Backup environments
Monitoring systems & UPS equipment
10. Support patching plans and infrastructure upgrades.
Asset & Vendor Management
11. Maintain IT asset register via ServiceNow.
12. Conduct physical asset audits.
13. Coordinate vendors and escalation processes.
14. Track vendor performance and follow up until resolution.
15. Support IT infrastructure expansion or renovation projects.
Incident, Change & Operational Governance
16. Manage incidents and requests per service level objectives.
17. Follow Change Management procedures.
18. Maintain documentation and ticket updates.
19. Participate in audits and compliance activities.
20. Provide monthly reporting on incident/request performance.
21. Support continuous service improvement initiatives.
On-Site IT Operations
22. Maintain computer rooms, racks, cabling, and data rooms.
23. Coordinate IMAC activities:
Install
Move
Add
Change
24. Perform hardware receiving and staging.
25. Ensure environments remain clean, secure, and operational.
User Enablement & Collaboration
26. Deliver basic training to new IT users.
27. Support entitlement and access processes.
28. Act as the local IT representative for site leadership.
29. Participate in local, regional, and global IT meetings.
Required Experience & Skills
Essential
30. 3-5+ years experience in IT Support Engineer / 2nd Line Support role.
31. Strong Windows end-user troubleshooting.
32. Experience supporting:
Laptops & desktops
Microsoft 365 / Office environments
Printers & peripherals
33. Basic networking knowledge:
LAN/Wi-Fi fundamentals
Connectivity troubleshooting
34. Experience supporting light infrastructure tasks.
35. Able to work independently with minimal supervision.
36. Strong stakeholder communication skills.
37. Professional on-site presence.
38. Fluent professional English.
39. Right to work in the UK.
40. Ability to travel between Bradford and Chapel sites.
Nice to Have
41. Experience with ServiceNow or enterprise ticketing systems.
42. Exposure to infrastructure refresh programmes.
43. Vendor coordination experience.
44. Backup operations or tape handling exposure.
Reference
CR/132658_1772451918
Date
2 Mar 2026