2nd Line IT Support Engineer

EventStars; London Borough of Harrow; On-site; GBP 32,000 - 37,000; Full time

Job summary

A leading company in IT support is seeking an experienced 2nd Line IT Support Engineer to provide exceptional service across London and Berkshire. You will resolve IT issues, manage hardware/software, and support users, ensuring smooth operations in a collaborative team environment. Ideal for candidates with strong technical skills in Windows Server, Azure, and excellent communication abilities.

Qualifications

• Experience in a similar role with good application/network support skills.
• Robust troubleshooting and analytical skills.
• Proven customer service skills.

Responsibilities

• Managing and maintaining computer hardware and software issues.
• Providing 1st and 2nd line remote and onsite support.
• Maintaining end-user computing solutions.

Skills

Windows Server 2016/2019

Windows 10/11

Microsoft Azure

Office 365

Active Directory

Networking

Excellent communication

Troubleshooting

Job description

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2nd Line IT Support Engineer

Location: Based in Stanmore/Berkshire - onsite

Salary: £32,868 - £36,519 per annum, depending on experience.

Job Level: 5B

We're seeking an experienced 2nd Line IT Support Engineer to work as part of a team providing 1st and 2nd line remote and on-site support across London and a site in Berkshire. The ideal candidate will have extensive experience in Windows Server and Desktop focused IT support. The position involves resolving day-to-day IT issues, maintaining, monitoring, and troubleshooting software and equipment across our network. You will need strong expertise and the ability to provide rapid solutions, working flexibly to resolve and investigate possible escalations.

About Norwood

Founded in 1795, Norwood is the oldest Jewish charity in the UK, with Royal Patronage since 1815. We support neurodiverse children, their families, and people with neurodevelopmental disabilities to live their best lives. We work with local authorities to deliver services including residential and supported living accommodation, short-breaks facilities, and support groups for the whole family.

Main Duties and Responsibilities

• Managing and maintaining computer hardware and software issues from logging to resolution, ensuring high availability of supported business applications.
• Liaising internally and externally with technical support companies and suppliers, working alongside the IT Manager and Application Support team.
• Using helpdesk ticket logging systems for desktop/remote support.
• Configuring, installing, and supporting client hardware and software.
• Supporting mobile devices and internal phone systems.
• Assisting with new user setups, desk moves, and cabling.
• Processing new and leaver accounts.
• Maintaining an asset register of all IT equipment.
• Managing, assessing, and reporting on project activities to meet deadlines.
• Focusing on solving customer problems and understanding their needs.
• Being aware of key IT and cyber risks, proactively minimizing these risks, and reporting potential issues through incidents and escalation processes.
• Maintaining end-user computing solutions, including desktops, mobile devices, printers, and security, including remote access technologies.
• Having access to a car during office hours and willingness to drive between locations.

Essential Technical Skills

• Windows Server 2016/2019
• Windows 10/11 desktops
• Microsoft Azure
• Office 365 and MS Office Suite
• Microsoft Exchange, Teams, OneDrive, SharePoint
• Active Directory
• Group Policy, DNS, DHCP
• Desktop Deployment Services
• Networking (Switching/VLANs/Routing/FW Cisco and HP preferred)
• Email and Web Filtering Systems
• Managed Antivirus
• Enterprise Wireless Administration
• Printer Management

Person Specification

• Experience in a similar role with good application and network support skills.
• Knowledge of network connectivity, protocols, security devices, and wireless networks.
• Ability to handle multiple priorities with discipline, professionalism, and flexibility.
• Robust troubleshooting and analytical skills.
• Excellent written and oral communication skills.
• Experience with Active Directory & Windows Server 2019.
• Willing to drive to multiple locations for site visits.
• Proven customer service skills.
• High integrity and confidentiality.
• Ability to work independently and provide team feedback.
• Strong documentation skills.
• Attention to detail, self-motivation, and excellent timekeeping.

Interview Process

1st stage: 20-minute screening call via MS Teams.
2nd stage: On-site interview with the Hiring Manager and a team member.
If interested, apply now. Our recruitment team will contact shortlisted candidates. We may close this vacancy early if we receive many applications. Feedback is provided only after interviews. We celebrate diversity and are committed to inclusion.