2nd Line IT Support Engineer (to £40k) - ID45099

Humand Talent; Oxford; Hybrid; GBP 36,000 - 44,000; Full time

Job summary

A dynamic IT support firm in Oxford is seeking a Service Desk / IT Support Engineer to provide second and third line support. The role involves handling tickets directly, troubleshooting Windows, Azure, and M365 applications, and resolving networking and security issues. The ideal candidate will have solid technical experience, excellent communication skills, and a curious mindset. The position offers hybrid working options to suit individual preferences.

Qualifications

• Experience handling second line or early third line support.
• Ability to communicate clearly without overcomplicating issues.
• Familiarity with ticketing systems and troubleshooting.

Responsibilities

• Handle incoming tickets and resolve them at a deeper level.
• Support Windows, Azure, and M365 applications.
• Troubleshoot networking and security issues.
• Work through Halo tickets effectively.
• Participate in onboarding new clients.
• Analyze patterns and suggest improvements.

Skills

Solid second line or early third line experience

Clear communication

Comfortable with ticketing tools like Halo

Exposure to networking

VoIP knowledge

Security knowledge

Curious mindset

Bonus skills like Linux

Bonus skills like Google Workspace

Bonus skills like Portuguese

Tools

Halo ticketing tool

Job description

Service Desk / IT Support Engineer - to £40k - Oxford/Hybrid/Remote

Ownership, Pace, Proper Technical Work

If you are an experienced second line or early third line engineer who doesn’t need layers of filtering before getting stuck into real problems, this is the kind of setup you will enjoy.

Our client runs a straight line service desk. Clients come straight through to engineers who actually know what they are doing. It means you are the first point of contact, but the work itself is solid second and third line level. You are trusted to take control, diagnose properly and resolve things without unnecessary handoffs.

The environment is fast, varied and full of proper troubleshooting. If you prefer getting your hands on the issue instead of reading someone else’s notes, this will suit you well.

Why This Will Appeal to You

• You stay technical. You are the first point of contact but still working at second and third line depth.
• No queue of basic triage tasks. You deal with real issues straight away and fix them properly.
• A team that values judgement and encourages ideas, not rigid layers of process.
• Exposure to a wide mix of Windows, M365, Azure, networking, VoIP and security work.
• A growing business with new clients and new environments to get into.
• Hybrid, remote or Oxford office. Work however suits you.

What You Will Be Doing

• Handling incoming tickets directly and resolving them at a deeper level
• Supporting Windows, Azure, M365 and common business applications
• Troubleshooting networking, connectivity, VoIP and security issues
• Working through Halo tickets with clear communication and strong first time fix rates
• Taking part in onboarding and setup work as new clients join
• Spotting patterns, digging into root causes and suggesting improvements

What You Will Bring

• Solid second line or early third line experience
• Clear communication with clients without overcomplicating things
• Comfortable with ticketing tools like Halo
• Exposure to networking, VoIP or security
• Curious mindset and happy to question how things are done
• Bonus skills like Linux, Google Workspace or Portuguese

Inclusion Matters

Humand and our client encourage applicants from all backgrounds. If you have the right mindset and solid technical foundations, we would love to hear from you.