2nd Line Support Engineer

Ofwat; Birmingham; Hybrid; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Pension contributions

25 days annual leave (plus bank hols)

Volunteer days (up to 3)

Flexible hybrid working

Discounts & vouchers

Job summary

Ofwat, the Water Services Regulation Authority, invites applications for a 2nd Line Support Engineer in Birmingham with hybrid working. You will deliver 2nd line IT support, manage incidents, and support Microsoft 365, SharePoint, and device management to ensure reliable services for colleagues across the organisation.

The role requires strong problem solving, customer service, and ITIL‑aligned practices. Ofwat operates with integrity and expects SC clearance within the first six months of

Qualifications

• Proven 2nd line IT support experience in a Microsoft‑based environment.
• MS 365 administration including Exchange Online, Teams, OneDrive, SharePoint and Intune.
• Proficiency in Windows 11 administration and end‑user device support.
• Excellent problem‑solving and customer service with ability to explain tech to non‑tech users.
• Experience with device management, endpoint security and ITIL‑aligned support.

Responsibilities

• Provide 2nd line IT support and resolve incidents and service requests.
• Manage day‑to‑day IT services and troubleshoot issues to maintain high availability.
• Collaborate with other directorates to deliver IT services.
• Support identity management and security configurations.

Skills

2nd line IT support

Microsoft 365 admin

Windows 11

End-user support

Identity management

Entra ID

Conditional Access

ITIL

Exchange Online

SharePoint

Teams

OneDrive

Job description

Join Ofwat's IT Operations Team as a 2nd Line Support Engineer

Office Location: Birmingham (B5 4UA) with hybrid working

About Us

We are Ofwat, the Water Services Regulation Authority, a non-ministerial government department responsible for regulating the water sector in England and Wales. The water sector is entering a new chapter. The government has set out a bold new direction, bringing together expertise from across the sector to deliver better outcomes for customers and the environment. We are collaborating with fellow regulators to respond to recommendations in The Independent Water Commission Report, the Welsh Government's response to the Green Paper, Shaping the Future of Water Governance in Wales, and the Government's White Paper, A new vision for water.

Ofwat is working with the government and other regulators to help create a new body for England, bringing together our strengths with those of the Drinking Water Inspectorate, the Environment Agency and Natural England. We are also continuing to work with the Welsh Government to support decisions on the future arrangements for Wales.

While these changes take shape, our mission remains the same: to hold water companies to account, drive performance, and ensure the sector delivers real value for customers, communities, and the environment. If you're passionate about making a difference, this is a unique moment to join us and help shape the future of water, and together we can continue to make a positive impact.

The Role

The 2nd Line Support Engineer will be working for the Head of IT Operations and within the Corporate Enablers Directorate. Our CE directorate is collective of five vital functions that provide support to all teams across Ofwat. Consisting of IT, HR, Finance, Procurement and Facilities, our Corporate Enabler teams help to enable Ofwat to be a high performing, great place to be that is effective, efficient and continually improving. They also ensure that we have the right capabilities, tools and culture to deliver for customers, society and the environment.

This role is responsible for delivering 2nd line IT support, resolving technical issues and service requests related to Microsoft 365, end-user computing, identity services, collaboration tools and business applications. The post holder will support the day-to-day operational management of IT services, providing troubleshooting, root cause analysis and user assistance to ensure a seamless end-user experience. You will contribute to service stability, knowledge sharing and continuous improvement, ensuring IT services are delivered to a high standard and meet organisational requirements.

This role offers the opportunity to utilise technical expertise in Windows environments, endpoint security, and device management as well as working with all other directorates and managing user expectations.

This position plays a key part in fostering a culture of integrity, accountability, and positive impact across the organisation. The 2nd Line Support Engineer role is integral to promoting collaboration, maintaining trust within the team, and working both independently and as part of the wider team to deliver strategic objectives and exemplary IT service.

About You

Below are some of the key essential experience, skills & knowledge required for this post:

1. Lead criteria 1: Proven experience providing 2nd line IT support within a Microsoft-based environment, including incident resolution, service requests and end-user support.
2. Lead criteria 2: Good knowledge of Microsoft 365 administration and support, including Exchange Online, Teams, OneDrive, SharePoint and Microsoft Intune.
3. Proficiency in Windows 11 administration, troubleshooting and end-user device support.
4. Good problem-solving, communication and customer service skills, with the ability to explain technical issues to non-technical users.
5. Experience supporting device management technologies, including Microsoft Intune, Windows Autopilot, application deployment and MDM, with an understanding of endpoint security, device compliance and cybersecurity best practices.
6. Experience supporting identity and access management solutions, including Microsoft Entra ID and Conditional Access.
7. Experience working within an ITIL-aligned support environment, managing incidents, requests and service levels.

Ofwat is recognised as an Official Sensitive department, and a Security Check (SC) is a requirement for this role. Applicants are normally expected to have been resident in the UK for the last five years to meet the standard residency requirements for SC clearance. Successful candidates must obtain SC clearance to a standard satisfactory to Ofwat within the first six months of employment.

Why You Should Join Us

• People Centric: Our people are at the heart of Ofwat and everything we do - we ensure all voices are heard and treat each other with respect; you'll be given the autonomy and the support to do your role in the best way.
• Innovative Work Environment: We embrace agile and new ways of working and have a culture build on trust, flexibility, and collaboration.
• Development Opportunities: Gain valuable experience and develop your skills in a supportive and dynamic setting.
• Work-Life Balance: Enjoy the flexibility of working from home combined with the benefits of in person collaboration in our Birmingham and London offices.
• Excellent employer pension contributions.
• 25 days' annual leave, increasing to 30 with each year of service, plus bank holidays and an extra 2.5 days of privilege leave.
• Access to exclusive discounts on a variety of goods and services, including retail outlets, theatre tickets, holidays, insurance, and a gym membership.
• Fees paid for membership of relevant professional bodies.
• Up to 3 volunteering days per year.
• Recognition vouchers scheme rewarding your hard work.
• Generous shared parental leave and pay supporting your family life.

Closing date: 23.55 on 20 November 2026