2nd Line IT Support Engineer

About the role

As a 2nd Line engineer you will become an integral part of the Operations Support team. Responsibilities will include being part of the company Application Lifecycle process, administration and resolution of requests and problem management processes, to facilitate effective management of the day to day IT support function.

About us

[Employer hidden — sign up to reveal] is a leading, global, multidisciplinary design practice united by a shared purpose: to design a world that’s built for good. For more than 60 years, we've been solving problems, creating innovative spaces, and pushing the boundaries of what’s possible. From the start, we've been pioneers in the world of design, and our legacy is built on the meaningful, people-centered places we've brought to life.

We are a diverse, international practice of architects, engineers, designers, and urbanists. We work closely with our clients, users, and communities to craft spaces for living, working, learning, and enjoying life across the globe. With studios spanning the UK, Ireland, Europe, Asia, and North America, our reach is as broad as our expertise. And since joining forces with Japan’s Nippon Koei in 2016, our ability to deliver integrated, impactful design has only grown stronger.

Our work is rooted in creativity, quality, and collaboration. We believe that great design removes barriers and opens new possibilities, all while meeting the demands of a constantly evolving world. Whether we’re designing homes, workplaces, or public spaces, we always put people at the heart of our thinking, ensuring that the environments we create are not just functional, but also inclusive, beautiful, and socially and environmentally responsible.

We’re proud of the places we've shaped and the lives we've touched, and we are committed to continuing our mission of designing a better, more connected world—one that leaves every place better than we found it.

About you

• Act as the primary escalation point for in-house 1st Line team, offering guidance and technical expertise on issues presented and ensuring SLAs are met
• Handle and resolve both incidents and requests logged via [Employer hidden — sign up to reveal]’s in-house IT Service Management (ITSM) platform
• Develop and maintain the in-house knowledgebase, held on our ITSM platform
• Monitor the [Employer hidden — sign up to reveal] IT environment using our network monitoring platform and address issue raised, working with [Employer hidden — sign up to reveal]’s 3rd Line IT engineers
• Working with our 3rd Line IT team, assist in the delivery of initiatives and projects
• Maintain user security across devices and user accounts

Skills Required

• Excellent telephone manner
• Excellent communication skills
• Knowledge of Active Directory and Azure Active Directory (Entra ID)
• Good knowledge of Microsoft Operating Systems
• Good knowledge of Microsoft Teams
• Network experience – LAN, WAN, WIFI, DNS, DHCP, VPN
• ITIL certification is desired but not essential.
• Knowledge of PowerShell is desired but not essential
• Application packaging and deployment experience is not essential but considered an advantage

[Employer hidden — sign up to reveal] offers

In return, [Employer hidden — sign up to reveal] can offer you a wide range of learning opportunities to encourage personal and professional career development. From sponsorship to profession led CPD events, we also offer annual appraisals and a mentoring scheme that is supported by our internal online learning platform.

We are committed to being an employer of choice and offer a competitive remuneration and benefits package that includes an employee profit share scheme, tax efficient smart benefits, private medical insurance, life insurance, long term sickness insurance, interest free season ticket loans, health screening, opportunity to buy/swap holidays and enhanced maternity and paternity provision, plus many more.

We offer regular international, and studio based social, sporting and charitable events. Some recent events include month-end socials, a hiking club, wellbeing webinars and toolbox talks. Our variety of employee forums gives everyone the platform to have a voice and be heard which drives cultural changes and helps to create an engaged, inclusive organisation.

To find out on more detail about what [Employer hidden — sign up to reveal] can offer you, please visit: https://www.[Employer hidden].com/en/careers-at-[Employer hidden]/why-join-[Employer hidden]/.

To apply

To apply please click on the ‘Apply’ button below. You will then need to complete the online application form and attach a CV and cover letter (<400 words) that outlines how your skills and experience fulfil the requirements of this position.

[Employer hidden — sign up to reveal] is actively fostering an inclusive organisation where people can be themselves and everyone has a sense of belonging. We want our teams to be diverse at every level, reflecting the communities we design for. As designers, we will create spaces for all that promote equity, wellbeing and participation within the built environment. We actively encourage people from a variety of backgrounds with different skills, professional and life experiences, to join us and help us to achieve our aspirations. We also welcome applications from candidates who wish to work flexibly. [Employer hidden — sign up to reveal] also operates a hybrid working policy which is usually three days in the office and two days working from home.

No agency or third-party applications please.