2nd Line IT Support Engineer

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