2nd Line IT support Engineer

La Fosse; Greater London; Hybrid; GBP 46,000 - 65,000; Full time

Job summary

La Fosse is seeking a experienced 2nd Line Support Engineer to join our IT support team in London on an initial 6-month contract. You will handle escalated incidents, troubleshoot hardware and software issues, and maintain reliable systems in a busy enterprise environment.

Hybrid working in London with on-site presence 2–3 days per week; you will work closely with IT teams, manage tickets in the ITSM system, and communicate clearly with non-technical users while meeting SLA targets.

Qualifications

• Experience in 2nd Line Support Engineer or similar IT support role.
• Strong troubleshooting and problem solving skills.
• Excellent communication and customer service mindset.
• Ability to prioritise workloads in a fast-paced environment.

Responsibilities

• Provide 2nd line technical support for escalated incidents and service requests.
• Diagnose and resolve hardware, software, OS and connectivity issues.
• Support Windows 10/11, Microsoft 365, and Active Directory / Entra ID.
• Manage incidents and service requests through ITSM ticketing system.
• Maintain accurate ticket records and knowledge-base articles.
• Collaborate with IT teams and escalate to 3rd line when needed.

Job description

Job title: 2nd Line Support Engineer – 6-Month Contract

Location: London, UK

Contract: 6 months

Role type: Contract

Working arrangement: Hybrid - London - 2/3 days per week on-site

About the Role

We are looking for an experienced 2nd Line Support Engineer to join our IT support team on an initial 6-month contract based in London.

The successful candidate will provide technical support across the business, resolving escalated IT incidents and service requests, troubleshooting hardware and software issues, and ensuring systems remain reliable and available.

This role would suit a proactive, customer-focused IT professional with strong troubleshooting skills and experience working in a busy IT support environment.

Key Responsibilities

• Provide 2nd line technical support for escalated incidents and service requests.
• Diagnose and resolve hardware, software, operating system and connectivity issues.
• Support Microsoft Windows environments, Microsoft 365 and Active Directory / Entra ID.
• Troubleshoot user account, access, permissions and authentication issues.
• Support laptops, desktops, printers, mobile devices and other IT equipment.
• Investigate network connectivity issues, including VPN, Wi‑Fi and LAN problems.
• Manage incidents and service requests through the IT service management (ITSM) ticketing system.
• Escalate complex issues to 3rd line support or specialist teams where required.
• Maintain accurate ticket records, technical documentation and knowledge-base articles.
• Assist with software deployments, device configuration, onboarding and offboarding.
• Work to agreed SLAs, ensuring incidents are resolved within required timescales.
• Deliver excellent customer service and communicate technical issues clearly to non-technical users.

Essential Skills and Experience

• Previous experience in a 2nd Line Support Engineer, IT Support Engineer or similar technical support role.
• Strong troubleshooting and problem‑solving skills.
• Experience supporting Windows 10/11 and Microsoft 365 applications.
• Working knowledge of Active Directory and/or Microsoft Entra ID.
• Experience with user account administration, permissions and access management.
• Understanding of networking fundamentals, including DNS, DHCP, VPN and TCP/IP.
• Experience using an ITSM or service desk ticketing platform.
• Good communication, organisational and customer service skills.
• Ability to prioritise workloads and work independently in a fast‑paced environment.
• Microsoft Intune and endpoint management.
• Microsoft Exchange Online and Teams administration.
• ITIL Foundation or knowledge of ITIL service management practices.
• Experience supporting enterprise IT environments.
• Previous experience working on a contract basis.

What We're Looking For

We are looking for someone who is hands‑on, technically capable and customer‑focused, with a structured approach to troubleshooting and a strong sense of ownership.

You should be comfortable managing escalated issues, working collaboratively with wider IT teams and ensuring users receive a reliable and professional support service.