2nd Line Infrastructure Engineer

Peaple Talent; Chippenham; On-site; GBP 30,000 - 42,000; Full time

Job summary

Peaple Talent in the United Kingdom is seeking a second-line IT support specialist to own incidents from triage to resolution. You will manage incident coordination across servers, networks, cloud services and business applications, ensuring clear evidence and effective communication with users and suppliers.

The role requires deep knowledge of Windows 10/11, Microsoft 365 administration, AD, Entra ID and ITSM workflows, with hands-on experience in device deployment, patching, and security

Qualifications

• Experience taking ownership of incidents and service requests through to resolution.
• Practical knowledge of Windows 10/11, Microsoft 365 administration, Active Directory and Microsoft Entra ID.
• Experience building, configuring, deploying and supporting laptops, desktops, mobile devices, printers and peripherals.
• Working knowledge of endpoint management, software deployment, patching and device security controls.
• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, LAN, Wi-Fi and VPN troubleshooting.
• Experience performing initial triage of server, network, connectivity, backup or other infrastructure-related incidents.
• Ability to gather and clearly document technical evidence, business impact, reproduction steps and troubleshooting completed.
• Experience using an ITSM platform and working to Incident, Request, Change, Problem and SLA processes.
• Strong understanding of IT security principles, access control and the safe handling of company data.

Responsibilities

• Triage infrastructure alerts and incidents across servers, networks, Wi-Fi, connectivity, cloud services, backups and site technology.
• Support the restoration of services during major or business-critical incidents, assisting with technical investigation, user communication and incident coordination.
• Provide initial technical triage for incidents affecting business-critical applications, identifying impacted users, functions, sites and overall business impact.
• Reproduce application issues where possible and capture detailed diagnostic information, including error messages, screenshots, timestamps, affected transactions and relevant user details.
• Log and manage application support cases with internal technical teams and external suppliers, ensuring incidents are supported by accurate and comprehensive technical evidence.
• Maintain ownership of escalated application incidents through to resolution, coordinating communication between end users, suppliers and internal stakeholders.

Skills

Incident ownership

Windows 10/11

Microsoft 365 admin

Active Directory

Entra ID

Device deployment

Endpoint management

Software deployment

Patching

Network basics

TCP/IP

DNS

VPN troubleshooting

ITSM processes

IT security

Tools

ITSM platform

Job description

About the role

To provide second-line technical support across end-user computing, business application and infrastructure environments, acting as the primary escalation point for issues that cannot be resolved at first line level.

Job responsibilities

• Triage infrastructure alerts and incidents across servers, networks, Wi-Fi, connectivity, cloud services, backups and site technology.
• Support the restoration of services during major or business-critical incidents, assisting with technical investigation, user communication and incident coordination.
• Provide initial technical triage for incidents affecting business-critical applications, identifying impacted users, functions, sites and overall business impact.
• Reproduce application issues where possible and capture detailed diagnostic information, including error messages, screenshots, timestamps, affected transactions and relevant user details.
• Log and manage application support cases with internal technical teams and external suppliers, ensuring incidents are supported by accurate and comprehensive technical evidence.
• Maintain ownership of escalated application incidents through to resolution, coordinating communication between end users, suppliers and internal stakeholders.

Knowledge, Skills & Experience

• Experience taking ownership of incidents and service requests through to resolution.
• Practical knowledge of Windows 10/11, Microsoft 365 administration, Active Directory and Microsoft Entra ID.
• Experience building, configuring, deploying and supporting laptops, desktops, mobile devices, printers and peripherals.
• Working knowledge of endpoint management, software deployment, patching and device security controls.
• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, LAN, Wi-Fi and VPN troubleshooting.
• Experience performing initial triage of server, network, connectivity, backup or other infrastructure-related incidents.
• Ability to gather and clearly document technical evidence, business impact, reproduction steps and troubleshooting completed.
• Experience using an ITSM platform and working to Incident, Request, Change, Problem and SLA processes.
• Strong understanding of IT security principles, access control and the safe handling of company data.