2nd Line IT Engineer

Second Line IT Engineer

£30,000 - £33,,000 per annum, dependent on Experience

Birmingham

My client is recruiting a Second Line IT Engineer to join their growing IT team. The successful candidate will prove high-quality second-line technical support resolving more complex IT issues, maintaining infrastructure, and supporting the delivery of IT projects.

Working closely with and reporting to the Head of IT, you will help ensure our systems remain secure, reliable and efficient, enabling the teams to provide an exceptional service to their clients.

A broad role, with responsibilities including

Act as the escalation point for technical issues that cannot be resolved by first-line support

Diagnose and resolve hardware, software, operating system and application issues

Troubleshoot networking, printer, telephony and remote access problems

Support Microsoft Windows desktop environments and Microsoft 365 applications

Install, configure and maintain desktops, laptops, mobile devices and peripherals

Maintain accurate documentation within the IT service desk system

Assist with the administration and maintenance of the firms' servers, network and cloud infrastructure

Support Active Directory and Microsoft Entra ID user administration

Assist with Microsoft 365 administration, including Exchange Online, Teams, SharePoint and OneDrive

Support software deployments, operating system upgrades and routine maintenance

Assist with backup solutions, disaster recovery processes and business continuity planning

Support Mobile Device Management (MDM) and endpoint management solutions

Security & Compliance

Apply security updates and software patches

Assist in monitoring security alerts and responding to incidents

Ensure IT systems operate in accordance with firm policies, GDPR and Cyber Essentials requirements

Promote good cyber security practices throughout the Company

Projects

Support infrastructure improvements and IT projects

Assist with office moves, hardware refreshes and technology rollouts

Work with third-party suppliers to resolve technical issues

Customer Service

Deliver professional and friendly support to colleagues across the business

Keep users updated throughout the lifecycle of support requests

Produce technical documentation and user guides where appropriate

Provide occasional user training on new systems and technologies

Continuous Improvement

Identify recurring issues and recommend permanent solutions

Contribute to improving IT processes and documentation

Keep technical knowledge current through continuous professional development

To be successful, your experience is likely to include

Previous experience providing second-line IT support

Strong knowledge of Windows 10/11 and Microsoft

Experience supporting Active Directory, Microsoft Entra ID, Exchange Online and Teams.

Good understanding of networking fundamentals (TCP/IP, DNS and VPN)

Experience supporting desktops, laptops, printers and mobile devices

Excellent troubleshooting and problem-solving skills

Strong communication and customer service skills

Ability to manage competing priorities effectively

Full UK driving license and ability to travel to other office locations if required. required.

Desirable experience includes

Experience within a legal or professional services environment

Knowledge of Microsoft Intune and endpoint management

Experience supporting Hyper-V or VMware

Knowledge of backup and disaster recovery technologies

IT certifications such as Microsoft, CompTIA or ITIL

If this sounds like you please send your CV to apply.