SKILLS

Active Directory Microsoft 365 Windows OS Network troubleshooting ITIL processes Ticketing systems Autodesk products Problem-solving

FULL DESCRIPTION

2nd Line IT Support Engineer

Birmingham, West Midlands | £35k - £40k per annum | Permanent

Key Responsibilities

• Deliver 2nd line support for hardware, software, and network issues
• Troubleshoot and resolve escalated tickets from 1st line support
• Escalate tickets to 3rd line where necessary
• Manage Active Directory, EntraID, Office 365, and Windows environments
• Support end-users with remote and on-site assistance
• Maintain accurate documentation and contribute to knowledge base articles
• Assist with IT projects, system upgrades, and deployments

Skills & Experience

• Proven experience in a 2nd line IT support role
• Strong knowledge of Windows OS, Microsoft 365, and networking fundamentals
• Familiarity with ITIL processes and ticketing systems
• Knowledge of engineering software (Autodesk products, etc.)
• Excellent communication and problem-solving skills
• Ability to work independently and as part of a team
• Full UK driving licence (essential)

Desirable

• Experience with virtualization (Hyper-V)
• Experience with Desktop Management and ticketing systems (Ivanti)
• Knowledge of cloud technologies (Azure/Egnyte)
• Relevant certifications (CompTIA, Microsoft)

Benefits

• Competitive salary and benefits package
• Opportunities for professional development and certification