2nd Line IT Support Engineer

Context Recruitment; Crewe; On-site; GBP 38,000 - 52,000; Full time

Job summary

A leading construction engineering business is seeking a 2nd Line Engineer to provide essential on-site IT support. The successful candidate will log, diagnose, and resolve issues while collaborating with internal teams and maintaining high customer service standards. Responsibilities include managing hardware and software, supporting telephony systems, and conducting technical investigations. Ideal candidates should possess experience with Microsoft tools and excellent communication abilities. This full-time position offers a supportive IT environment in Crewe.

Qualifications

• Microsoft certifications are desired.
• Must have experience with ITSM systems.
• Proficiency in key Microsoft applications including Windows and Teams.

Responsibilities

• Provide end-user support to various stakeholders via multiple channels.
• Manage workflow through ITSM system, ensuring timely issue resolution.
• Support 1st and 2nd line IT teams by collaboration.
• Collaborate with IT team members and support 1st and 2nd line IT teams.
• Install, update, maintain, and support various software packages and hardware.
• Perform Active Directory administration and deploy software via Endpoint Manager.
• Support SIP/VOIP telephony and video conference systems.
• Configure and support iOS/Android mobile devices and 4G/5G dongles.
• Assist with IT projects and maintain technical documentation.

Skills

Microsoft certifications

Experience with ITSM systems

Proficiency in Windows Operating Systems

Active Directory

Office 365

Microsoft Teams

Strong communication skills

Customer service skills

Problem-solving skills

Job description

This range is provided by Context Recruitment. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Overview

IT department within a leading construction engineering business is seeking a highly proactive and analytical 2nd Line Engineer to join them on a permanent basis. This is a stand‑alone on‑site IT role, working autonomously day‑to‑day, while being fully supported by a centralised main IT department.

You will be responsible for logging, diagnosing, and resolving issues across a range of hardware and software systems. The role involves providing escalation support to 1st line IT technicians, liaising with other internal IT functions and external vendors and ensuring the delivery of a consistently high level of IT support across the business.

This position is also customer‑facing, requiring regular interaction with internal stakeholders and users. As such, excellent communication skills, a professional approach and the ability to explain technical issues clearly to non‑technical users are essential.

Key Responsibilities

• Provide end-user support to VIPs and users via telephone, remote support, email, and face‑to‑face
• Prioritise and manage workflow through the ITSM system (ServiceNow)
• Conduct on‑site technical investigations and escape issues to ensure timely resolution
• Collaborate with IT team members and support 1st and 2nd line IT teams
• Install, update, maintain, and support various software packages and hardware
• Perform Active Directory administration and deploy software via Endpoint Manager
• Support SIP/VOIP telephony and video conference systems
• Configure and support iOS/Android mobile devices and 4G/5G dongles
• Assist with IT projects and maintain technical documentation

Qualifications and Skills

• Microsoft certifications (desired)
• Experience with ITSM systems
• Proficiency in Windows Operating Systems, Active Directory, Office 365, and Microsoft Teams
• Understanding of anti‑virus products, web gateway filtering, and networking concepts
• Strong communication, problem‑solving, and customer service skills
• Ability to work under pressure and prioritise tasks effectively

Seniority Level

Associate

Employment Type

Full‑time

Job Function

Information Technology

Industries

IT Services and IT Consulting, Engineering Services, and Construction