2nd Line IT Engineer (Birmingham)

About the role

Our client in Birmingham is seeking a 2nd Line IT Engineer to provide high‑quality technical support, maintain infrastructure and assist with IT projects. Reporting to the Head of IT, you will ensure systems remain secure, reliable and efficient.

Key responsibilities

• Act as escalation point for issues unresolved by first‑line support.
• Diagnose and resolve hardware, software, OS and application problems.
• Troubleshoot networking, printer, telephony and remote‑access issues.
• Support Windows desktop environments and Microsoft 365 applications.
• Install, configure and maintain desktops, laptops, mobile devices and peripherals.
• Maintain documentation in the IT service‑desk system.
• Assist with administration of servers, network and cloud infrastructure.
• Support Active Directory / Microsoft Entra ID user administration.
• Assist with Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive).
• Support software deployments, OS upgrades and routine maintenance.
• Help with backup solutions, disaster‑recovery and business continuity planning.
• Support Mobile Device Management and endpoint management solutions.
• Apply security updates, monitor alerts and respond to incidents in line with GDPR and Cyber Essentials.
• Participate in infrastructure improvements, office moves, hardware refreshes and technology roll‑outs.
• Provide professional, friendly support to colleagues and produce technical documentation or user guides.
• Identify recurring issues, recommend permanent solutions and contribute to process improvement.

Required profile

• Proven experience in second‑line IT support or similar role.
• Strong knowledge of Windows desktop environments and Microsoft 365.
• Experience with Active Directory / Entra ID and Azure AD.
• Familiarity with networking, printers, telephony and remote‑access technologies.
• Understanding of security best practices, GDPR and Cyber Essentials.
• Good documentation and communication skills.

Required skills

• Microsoft Windows
• Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
• Active Directory / Microsoft Entra ID
• Networking fundamentals
• Remote access tools
• Mobile Device Management (MDM)
• Backup and disaster‑recovery solutions
• Security patching and incident response

What we offer

• Competitive salary £30,000‑£33,000 per year, dependent on experience.
• Full‑time permanent position.
• Opportunity to work within a growing IT team in Birmingham.