Second Line Support Engineer

In this role, you will provide second-line support to sustain smooth IT operations, handling escalations from the Service Desk and driving automation and standardisation of processes. You’ll own technical problems through to resolution, collaborate with cross-functional teams, and contribute to improving service delivery and regulatory compliance. You’ll work with a mix of on-site and remote support to maintain critical systems and educate the Service Desk on best practices, making a tangible impact on customer experience and reliability.

• 25 days holiday
• 6% pension with matched contributions
• Discretionary bonus scheme
• Share schemes (including free shares and BAYE)
• Health Cash Plan and discounted private healthcare
• Free onsite gym

• Provide 2nd line support in person and remotely via MS Teams, phone, and remote tools
• Identify improvement opportunities in service delivery through automation and standardisation
• Plan and deliver project work within Technology Services
• Maintain documentation and educate the Service Desk on IT best practices and complex technologies
• Own technical problems and drive resolution, including coordination with third parties
• Collaborate with team members for support and escalation, supplying accurate information for escalated calls
• Install, maintain, and support new applications
• Review services, delivery, and patching processes
• Administer backup and restore operations
• Work with business and technical teams to enhance service delivery
• Protect customers and improve customer experience in all duties
• Support business regulatory requirements, including consumer duty

• Excellent customer service and communication skills; ability to explain technical issues to non-technical customers
• Extensive admin and troubleshooting experience with Entra/Active Directory, Windows 11, Group Policy, MS Exchange, SharePoint, Office 365, and Jira
• Automation through PowerShell, coding, and APIs
• Knowledge and interest in automation software such as Jenkins, AdTempus
• Strong problem-solving and analytical abilities; active IT knowledge and willingness to stay updated with tech
• Desire to learn new skills and progress professionally; ability to work independently and in a team
• Ability to learn and adapt to new systems quickly with minimal disruption to service
• Experience diagnosing desktop and system issues; proficiency with Windows Server and Windows 10/11
• Incident and problem management experience with effective solutions/workarounds
• Ability to prioritize and manage multiple open cases and small projects
• Understanding of network infrastructure and debugging tools
• Experience with backup and recovery solutions
• Basic knowledge of SQL/MySQL databases
• Strong experience with cloud services, including cloud migrations
• Knowledge of ITIL practices and ITIL-based environments

• Customer-focused communication
• Team collaboration
• Initiative and self-motivation
• Entra/Active Directory
• Windows 11
• Group Policy