2nd Line IT Engineer

About the role

Our client is seeking a proactive 2nd Line IT Engineer to join their growing IT team in Birmingham. Reporting to the Head of IT, you will provide high‑quality second‑line technical support, maintain infrastructure and assist with IT project delivery to ensure reliable and secure services for the business.

Key responsibilities

• Act as the escalation point for issues that cannot be resolved by first‑line support.
• Diagnose and resolve hardware, software, operating system and application problems.
• Troubleshoot networking, printer, telephony and remote‑access issues.
• Support Microsoft Windows desktop environments and Microsoft 365 applications.
• Install, configure and maintain desktops, laptops, mobile devices and peripherals.
• Maintain accurate documentation in the IT service‑desk system.
• Assist with administration of servers, network and cloud infrastructure.
• Support Active Directory and Microsoft Entra ID user administration.
• Assist with Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive).
• Support software deployments, OS upgrades and routine maintenance.
• Implement backup solutions, disaster‑recovery processes and business‑continuity planning.
• Apply security updates, monitor alerts and respond to incidents in line with GDPR and Cyber Essentials.
• Contribute to infrastructure projects, office moves, hardware refreshes and technology roll‑outs.
• Provide professional, friendly support to colleagues and produce technical documentation.

Required profile

• Proven experience delivering second‑line technical support in a corporate environment.

Required skills

• Microsoft Windows desktop environments
• Microsoft 365 suite (Exchange Online, Teams, SharePoint, OneDrive)
• Active Directory and Microsoft Entra ID
• Hardware diagnostics and peripheral configuration
• Network, printer, telephony and remote‑access troubleshooting
• Software deployment and operating‑system upgrades
• Backup, disaster‑recovery and business‑continuity planning
• Security patching and incident monitoring
• Mobile Device Management (MDM) and endpoint management solutions