2nd Line Support Engineer – Windows & Microsoft 365

About the role

We are looking for a 2nd Line Support Engineer to deliver hands‑on and remote assistance within a fast‑paced, business‑critical environment. The role acts as an escalation point for technical issues and supports a wide range of end‑user technologies across Windows and Microsoft 365 platforms.

Key responsibilities

• Provide 2nd line troubleshooting for desktops, laptops, printers and mobile devices.
• Manage user access and identity services using Active Directory and Entra ID.
• Diagnose and resolve network connectivity issues, including TCP/IP and Wi‑Fi problems.
• Configure, deploy and maintain end‑user devices using standard imaging and provisioning tools.
• Log, track and close incidents through a ticketing system, ensuring timely resolution.
• Support both onsite and remote users on a shift pattern, with three days per week on‑site in London.

Required profile

• Proven experience in 2nd line or desktop support environments.
• Strong communication and customer‑service skills.
• Ability to prioritise workload and manage incidents to completion.
• Comfortable working in a hybrid setting and adhering to shift schedules.

Required skills

• Windows operating system
• Microsoft 365 suite
• Active Directory
• Entra ID
• TCP/IP networking
• Wi‑Fi troubleshooting
• ServiceNow (or similar ITSM tool)
• Microsoft Intune / Endpoint Manager
• ITIL knowledge