2nd Line IT Support Engineer - Cloud, Patching & ITSM

OCC Group

England

On-site

GBP 32,000 - 46,000

Full time

2 days ago

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Job summary

OCC Group is seeking a 2nd Line Service Desk/IT Service Desk engineer in the United Kingdom to support, triage, and resolve incidents across Windows, networking, and cloud platforms.

The role emphasizes patching, automation, ITIL processes, and collaboration with First Line Support to meet SLAs. Experience with ServiceNow or Jira Service Desk is preferred, and familiarity with Intune is a plus.

Qualifications

2+ years of experience in a Service Desk or technical support role.
Strong ITIL practices with ServiceNow or Jira Service Desk experience.
Patching and patch testing; patch systems and software.
Proficient with Windows OS, Windows Server, and Microsoft 365.
Networking fundamentals (TCP/IP, DNS, DHCP, VPN, firewalls).
Virtualization (VMware, Hyper-V) and cloud platforms (Azure, AWS).
Experience with scripting and automation; familiar with ITIL processes.
Experience with Intune deployment; Cloud technology understanding (Azure).
UK-based candidates eligible for Security Clearance.

Responsibilities

Provide triage, troubleshooting and resolution for escalated incidents and requests.
Support First Line Engineers, guiding incidents within agreed SLAs.
Manage P1 communications and technical incident calls for outages.
Monitor system performance and troubleshoot deployed technologies.
Collaborate with other functions to resolve issues and document fixes.

Skills

ITIL

ServiceNow

Jira Service Desk

Remote support

Patch management

Windows OS

Windows Server

Microsoft 365

Networking basics

VMware

Hyper-V

Azure

AWS

Intune

Scripting

Automation

Tools