Job Title: 2nd Line IT Support Engineer Location: Birmingham Salary: £35k - £40k We are looking for a 2nd Line IT Support Engineer to join a dynamic team and provide exceptional technical support across our organisation.
The ideal candidate will come from an existing 2nd line role within an organisation or MSP. They should be organised, excellent communicators, and have a genuine passion for IT.
Key Responsibilities
Deliver 2nd line support for hardware, software, and network issues
Troubleshoot and resolve escalated tickets from 1st line support
Escalate tickets to 3rd line where necessary
Manage Active Directory, EntraID, Office 365, and Windows environments
Support end-users with remote and on-site assistance
Maintain accurate documentation and contribute to knowledge base articles
Assist with IT projects, system upgrades, and deployments
Skills & Experience
Proven experience in a 2nd line IT support role
Strong knowledge of Windows OS, Microsoft 365, and networking fundamentals
Familiarity with ITIL processes and ticketing systems
Knowledge of engineering software (Autodesk products, etc.)
Excellent communication and problem-solving skills
Ability to work independently and as part of a team
Full UK driving licence (essential)
Desirable:
Experience with virtualization (Hyper-V)
Experience with Desktop Management and ticketing systems (Ivanti)
Knowledge of cloud technologies (Azure/Egnyte)
Relevant certifications (CompTIA, Microsoft)
Benefits:
Competitive salary and benefits package
Opportunities for professional development and certification