2nd Line Field Service Engineer

Talascend International; Warrington; On-site; GBP 30,000 - 45,000; Full time

Job summary

A technology recruitment firm is seeking a Second Line Field Service Engineer in Warrington. This is a full-time, highly mobile role where you'll provide hands-on L2 IT support across multiple sites. Responsibilities include managing incidents via ITSM ticketing, diagnosing hardware and software issues, and supporting various technologies including Microsoft 365 and telephony systems. Ideal candidates will have strong customer service skills and experience in a fast-paced environment.

Qualifications

• Proven experience in a Second Line (L2) IT Support role.
• Ability to work independently and in a fast-paced, high-pressure environment.
• Willingness to undertake funded and self-paced training.

Responsibilities

• Deliver hands-on L2 end-user IT support across multiple locations.
• Use the ITSM ticketing system to manage, progress and resolve incidents.
• Diagnose and resolve hardware and software issues.

Skills

Customer service skills

Troubleshooting

Communication

EUC support

Microsoft 365 experience

Basic networking knowledge

Tools

IT ticketing systems

SCCM

Intune

Active Directory

Microsoft Azure

Job description

Keep business-critical IT services running—wherever the site, whatever the challenge.

Our Client has a requirement for a Second Line Field Service Engineer, who will be required to work on a full time contract basis in a highly mobile, multi-site role.

Role Purpose:

Provide consistent, on-the-ground L2 IT support across multiple sites to ensure service continuity.

Act as a key link between IT and the business, supporting Service Desk and stakeholder engagement.

Proactively reduce site-based issues through guidance, communications and end-user training.

Job Role Responsibilities:

• Deliver hands-on L2 end-user IT support across multiple locations
• Use the ITSM ticketing system to manage, progress and resolve incidents and requests
• Diagnose and resolve hardware and software issues, including device swap-outs
• Provide support across End User Compute (EUC), networking, applications (including Microsoft 365), printing and unified communications
• Support video conferencing, meeting room technology, fixed and mobile telephony
• Deliver end-user training as part of a Tech Bar or floor-walking style programme
• Act as local “hands & eyes” support for second- and third-line teams and external partners
• Assist with IT security incidents
• Collaborate with Facilities Management on on-site services and physical security (e.g. access control, building systems)
• Manage local IT equipment stock and inventoryEnsure tickets are handled professionally and within agreed service levels
• Proactively suggest and implement service improvements
• Support business relationship and service engagement activities
• Participate in IT project delivery alongside Project Managers and project teams

Experience / Skills / Knowledge / Qualifications:

• Proven experience in a Second Line (L2) IT Support role
• Strong customer service, communication and troubleshooting skills
• Experience working with IT ticketing systems
• Experience supporting EUC environments and management platforms (e.g. SCCM, Intune, Active Directory)
• Strong Microsoft 365 / Office 365 experience
• Exposure to cloud platforms, particularly Microsoft Azure
• Basic networking knowledge
• Experience supporting video conferencing and telephony systems
• Understanding of IT project deliveryAbility to work independently and in a fast-paced, high-pressure environment
• Professional and approachable, with the ability to explain technical issues to non-technical users
• Willingness to undertake funded and self-paced training

Company Information

At First Recruitment Group we understand just how important it is to secure the right people. That is why our Recruitment Consultants always take the time to understand requirements in detail and offer sound advice to both clients and candidates. We actively recruit at all levels and this is a superb opportunity for a Second Line IT Support Engineer looking for new employment.

As part of putting people first, we strive to be an equal opportunities employer and we are always looking to increase the diversity of our workforce, working closely with our clients to ensure everyone is included.