2nd Line IT Support Engineer

IMT Resourcing Solutions Ltd; Salisbury; Hybrid; GBP 31,000 - 43,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Private healthcare

Pension

Life assurance

Employee share plan

Mental health support

Cycle to work

Discounted gym memberships

Job summary

IMT Resourcing Solutions Ltd is seeking a 2nd Line IT Support Engineer in Salisbury. You will handle escalated incidents in a Microsoft-centric environment and work across IT teams to deliver high-quality support.

The role requires 2+ years in 2nd line support, strong Windows 10/11 skills, and hands-on experience with Intune, Autopilot and Microsoft 365. Hybrid working offers great flexibility and a clear path for technical progression.

Qualifications

• 2+ years in a 2nd Line IT Support or Desktop Support role.
• Strong troubleshooting in Windows 10/11 environments.
• Hands-on experience with Microsoft Intune and Windows Autopilot.
• Knowledge or experience with Windows 365 Cloud PCs.
• Strong Microsoft 365 support skills (Outlook/Teams/OneDrive/SharePoint).
• Good networking fundamentals (TCP/IP, DNS, DHCP, VLANs, VPNs, Wi‑Fi).
• Experience with ITSM ticketing systems and ITIL-aligned processes.
• Excellent communication and customer-focused approach.
• Ability to own and resolve incidents end-to-end.
• Comfortable supporting senior stakeholders in corporate environments.

Responsibilities

• Provide 2nd Line support across desktop, laptop and Microsoft environments.
• Troubleshoot and resolve escalated hardware, software, networking and infrastructure issues.
• Support Windows 10/11, Windows 365 Cloud PCs and Microsoft 365 apps.
• Administer devices with Microsoft Intune, including policies and deployments.
• Assist with Windows Autopilot provisioning, enrolment and deployment.
• Support VIP users and senior stakeholders with a responsive service.
• Troubleshoot TCP/IP, DNS, DHCP, VPNs, LAN/WAN and Wi‑Fi issues.
• Manage incidents and requests via an ITSM platform with clear documentation.
• Assist user onboarding, offboarding, and hardware refreshes.
• Collaborate with Service Desk and infrastructure teams to resolve complex incidents.

Skills

Windows 10/11

Microsoft 365

Intune

Autopilot

Networking basics

ITIL/ITSM

IT governance

TCP/IP/DNS/DHCP

Tools

ITSM ticketing systems

Azure/Entra ID

Job description

2nd Line IT Support Engineer

Location: Salisbury, Wiltshire (Hybrid Working)

Salary: Up to £37,000 + 20% Bonus

Benefits: 25 days' holiday + bank holidays, private healthcare, pension, life assurance and more

Our client, a leading organisation in the IT and technology sector, is looking for an experienced 2nd Line IT Support Engineer to join its growing technical support team in Salisbury.

This is an excellent opportunity for a technically strong, customer-focused IT professional who enjoys taking ownership of complex technical issues and delivering high-quality support within a professional corporate environment.

You’ll work across a predominantly Microsoft-based environment, supporting modern workplace technologies, resolving escalated incidents and working closely with internal IT teams and senior stakeholders.

With hybrid working, a competitive salary and an attractive bonus scheme, this role offers a great opportunity to develop your technical expertise within a collaborative and supportive environment.

What you’ll do

• Provide 2nd Line technical support across desktop, laptop and Microsoft-based environments.
• Troubleshoot and resolve escalated hardware, software, networking and infrastructure issues.
• Support Windows 10/11, Windows 365 Cloud PCs and Microsoft 365 applications.
• Administer and manage devices using Microsoft Intune, including compliance policies, configuration profiles and application deployments.
• Support Windows Autopilot provisioning, device enrolment and deployment.
• Provide technical assistance to senior stakeholders and VIP users, ensuring a professional and responsive service.
• Troubleshoot networking issues involving TCP/IP, DNS, DHCP, VPNs, LAN/WAN and Wi‑Fi connectivity.
• Manage incidents and service requests through an ITSM platform, ensuring accurate documentation and timely resolution.
• Support user onboarding, offboarding, hardware refreshes and technology deployments.
• Work collaboratively with Service Desk, infrastructure and specialist technical teams to resolve complex incidents.

What we’re looking for

• Minimum 2 years' experience in a 2nd Line IT Support or Desktop Support role.
• Strong troubleshooting experience across Windows 10/11 environments.
• Hands‑on experience supporting Microsoft Intune and Windows Autopilot.
• Knowledge or experience of Windows 365 Cloud PCs.
• Strong Microsoft 365 support skills, including Outlook, Teams, OneDrive and SharePoint.
• Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, VPNs and Wi‑Fi.
• Experience working with ITSM ticketing systems and ITIL-aligned processes.
• Excellent communication skills and a customer‑focused approach.
• Ability to take ownership of technical incidents and manage them through to resolution.
• Comfortable supporting senior stakeholders within a professional corporate environment.

Desirable experience

• Microsoft Azure / Entra ID
• Microsoft Endpoint technologies
• ITIL Foundation certification
• Relevant Microsoft or networking certifications
• Experience within a Managed Service Provider (MSP) environment

Why join?

• Salary up to £37,000
• 20% bonus opportunity
• Hybrid working based in Salisbury
• 25 days' annual leave plus bank holidays, increasing with service
• Private healthcare
• Company pension scheme
• Life assurance and income protection
• Employee share plan
• Mental health and wellbeing support
• Cycle to work scheme
• Discounted gym memberships
• Opportunities for professional development and technical progression