2nd Line IT Support Engineer - SLA-Driven

Family Building Society; Epsom; Hybrid; GBP 28,000 - 38,000; Full time

Job summary

Family Building Society in the United Kingdom is seeking a 2nd Line IT Support specialist to provide first response and analysis on incidents, and to drive timely resolutions within SLAs.

You will handle requests via phone, email, and ticketing, maintain documentation, act as SME, and collaborate with IT teams to improve services. Based in Epsom, the role involves hands-on troubleshooting across Windows, O365, MDM, and virtualization.

Qualifications

• Minimum 3 years previous experience in a similar role as a 2nd Line Support in an SLA, CSAT, ITIL driven environment.
• Experience with desktop and server operating systems, O365, SaaS, MDM, and other tools of the trade.
• Working understanding of Active Directory, Exchange, and Microsoft 365, GPO, basic networking, Virtualisation (VMware preferably).
• Proven written and verbal communication skills.
• Proven analytical and problem-solving abilities.
• Knowledge of computing hardware, including PCs, Servers, mobile devices, and laptops.

Responsibilities

• Handle incoming requests and changes to the Service Desk via telephone, e-mail, and ticketing system to ensure courteous, timely and effective resolution of end user issues within SLAs
• Demonstrate flexibility to enable the team to cover core hours of support (8am-6pm, Monday to Friday)
• Document all pertinent end user request information, including name, department, contact information and nature of problem or issue as well as regular updates
• Act as SMEs on fields of expertise, and / or elevate to 3rd line, supervisor, or team leader and service desk manager, as required
• Build rapport and elicit problem details from service desk customers
• Prioritise incidents, service requests and problems and be flexible and able to adjust based on the uniqueness of each one
• Administer and maintain the corporate estate, (workstations, servers, BYOD, MDM, O365, SaaS & on prem Applications, Azure, etc)
• Identify and become proficient with appropriate software and hardware used and supported by the organisation
• Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups/restores, and configuring systems and applications
• Become the SME in pre-defined platforms leveraged by the Society, and own documentation and expertise in resolution of relevant incidents, upgrades, and projects related to these

Skills

2nd Line Support

ITIL

SLA

CSAT

Communication skills

Analytical thinking

Problem-solving

Active Directory

Exchange

Microsoft 365

VMware

GPO

O365

MDM

Tools

O365

MDM

VMware

Active Directory

Exchange

Microsoft 365

GPO

Job description

Family Building Society in the United Kingdom is seeking a 2nd Line IT Support specialist to provide first response and analysis on incidents, and to drive timely resolutions within SLAs.

You will handle requests via phone, email, and ticketing, maintain documentation, act as SME, and collaborate with IT teams to improve services. Based in Epsom, the role involves hands-on troubleshooting across Windows, O365, MDM, and virtualization.