2nd Line IT Support Engineer

Quantuma; Bolton; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading consultancy firm is seeking an experienced IT Support Engineer in Bolton to join its internal IT Service Desk team. You will provide 2nd line IT support, ensuring high-quality service and a seamless experience for end users. Ideal candidates will have strong technical skills, especially in Microsoft technologies, and a passion for delivering exceptional customer service. This hybrid role offers competitive benefits, including life assurance and professional development support.

Benefits

Competitive salary

Life Assurance

Health cash plan

Group Pension

Referral incentive

Professional development & study support

Exclusive staff discounts

Qualifications

• At least 2 years of experience in 2nd line IT support is required.
• Proficiency in Microsoft Modern Workplace & Cloud technologies.
• Ability to produce high-quality documentation.

Responsibilities

• Provide 2nd line support to end-users, resolving issues effectively.
• Ensure a seamless and positive experience for clients.
• Produce high-quality documentation for IT processes.

Skills

Customer service skills

Technical support

Proficiency in Microsoft Operating Systems

Communication skills

Problem-solving

Education

Microsoft 365 administrator certification

ITIL Foundation certification v4.0

Tools

Microsoft 365

Azure

Windows Active Directory

Intune

Backup solutions

Job description

** Please note this role is hybrid with 3/4 days per week based at our Bolton & Manchester offices**

We are seeking an experienced IT Support Engineer to join our internal IT Service Desk team and provide 2nd Line IT support to our end-users across the K3 Capital Group of companies.

The ideal candidate will proactively resolve issues and complete requests, ensuring a seamless experience for clients. With a focus on delivering exceptional customer service, you will uphold our company Service Level Agreements and contribute to the success of our IT Service Desk Team. The candidate will act as a bridge between our 1st line support team and our 3rd line infrastructure team.

In order to succeed in this position, you will have excellent spoken English with the ability to provide technical support to end users who do not want to hear jargon! You will need to be approachable with a can‑do attitude, happy to answer questions and support other members of the team, sharing knowledge and expertise to enable them to develop.

Key responsibilities:

• Provide desk side and remote 2nd line support to end-users, resolving technical issues and escalation issues effectively.
• Provide 2nd line support for Microsoft 365, Azure & Windows Active Directory for on premise and cloud technologies.
• Ensure a seamless and positive experience for clients.
• Experience in the building of physical laptops and MAC support is desirable.
• Proactive Issue Resolution: Identify and resolve issues proactively to minimize downtime.
• Maintain high standards of customer service.
• Microsoft Modern Workplace & Cloud Technologies: Utilize Intune, Autopilot, M365 and Azure to manage and support end‑user environments.
• Strong knowledge of Office 365, Microsoft Teams, Exchange, Intune, and Azure.
• Implement and maintain Microsoft Modern Workplace solutions.

Technical Expertise:

• Demonstrate excellent knowledge of Microsoft Operating Systems and networking principles.
• Proficiency in PC support, email technologies, VoIP telephony, backup solutions, firewalls, switching and routers.

Customer Service Skills:

• Exhibit excellent technical and customer service skills.
• Communicate effectively with end‑users and team members.
• Manage time efficiently and build strong relationships with users.
• Able to communicate with and manage VIPs support requests.

Documentation:

• Produce high-quality documentation for IT processes and procedures.
• Maintain accurate records of support activities.
• Coaching and Mentoring: Provide guidance and coaching to junior team members.
• Share knowledge and best practices to enhance team performance.

Certifications desired:

• Microsoft 365 administrator certification or other relevant Microsoft certifications are desired.
• ITIL Foundation certification v4.0 (preferred)
• Full UK driving licence

Experience required:

• Proven experience with at least 2 years in a similar role providing 2nd line IT support.
• Strong knowledge of Microsoft Modern Workplace & Cloud technologies.
• Excellent communication and customer service skills.
• Ability to produce high-quality documentation.
• Experience in coaching and mentoring junior team members.

Benefits:

• Competitive salary
• Life Assurance
• Health cash plan which includes Wellness & EAP
• Group Pension
• Referral incentive
• Professional development & study support
• Exclusive staff discounts