2nd Line IT Support Engineer An exciting opportunity has arisen for a skilled and motivated Second Line IT Support Engineer to join a dynamic IT team supporting both head office staff and a network of external stakeholders. This role is ideal for someone with strong technical expertise, excellent communication skills, and a passion for delivering high‑quality support. The successful candidate will act as an escalation point for first‑line support, troubleshoot a wide range of IT issues, and help maintain reliable systems, networks and applications across the organisation. Key Responsibilities * Provide second‑line technical support to internal teams and external partners, including occasional support for personal equipment. * Maintain and support IT hardware and software within agreed SLAs. * Act as an escalation point for the first‑line support team, ensuring effective and timely resolution. * Support the head office network infrastructure, including firewalls, switches and leased lines. * Help maintain high levels of availability across IT systems, resolving incidents proactively. * Administer and maintain the organisation's Microsoft Dynamics–based database, working with external partners when required. * Collaborate effectively with third‑party suppliers on support tasks and IT projects. Essential Experience & Skills * Strong Microsoft 365 administration experience. * Excellent customer service skills, both written and verbal. * Strong documentation abilities, with the capacity to produce clear technical and user‑friendly guides. * 2–5 years’ experience in a Second Line IT Support role (or similar). * Advanced technical skills across both 1st and 2nd line environments. * Networking experience (Wi-Fi, switches, firewalls, NAS devices). * Experience supporting and administering Windows Server (2012 R2–2022). * Experience installing, configuring and maintaining printers. * Experience with VMware (version 5.5 desirable). * Ability to pass an enhanced DBS check. Personal Attributes * A strong team player who can also manage individual projects independently. * Proactive, eager to learn, and able to follow technical guidance accurately. * Confident communicator with the ability to adapt information for different audiences. * Strong critical thinking skills and the ability to remain calm under pressure