2nd Line Support Engineer

About the role

Join a fast‑growing organisation as a 2nd Line Support Engineer, working hybrid (four days in the Billericay office and one day remote). You will provide high‑quality technical support, own incidents and service requests, and help shape the IT knowledge base.

Key responsibilities

• Take ownership of incidents and service requests, ensuring timely resolution.
• Build and configure hardware – laptops, tablets, phones – using Intune and PowerShell.
• Manage device management and application deployment via Intune.
• Administer user accounts, permissions, onboarding and off‑boarding processes.
• Install, configure and maintain end‑user software, including Microsoft Teams, Exchange, SharePoint and SQL‑based business applications.
• Troubleshoot SQL‑based applications and APIs.
• Deploy policies and applications, contribute to the IT knowledge base and share best practices.
• Assist with adoption and support of new technologies.

Required profile

• Previous experience in 2nd Line (or higher) support, resolving hardware and software issues.
• Strong troubleshooting skills with Windows operating systems.
• Confident communicator across phone, email and face‑to‑face.
• Customer‑focused, adaptable and able to prioritise multiple tasks in a fast‑changing environment.
• Understanding of ITIL or similar service‑management frameworks.

Required skills

• Windows operating systems
• Microsoft 365 (M365) administration
• Teams, Exchange, SharePoint
• Azure Active Directory & Azure services
• Intune device management
• PowerShell scripting
• SQL databases and API troubleshooting