2nd Line Support Engineer

Permanent Futures Ltd; Manchester; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Permanent Futures Ltd is partnering with a police force in the North West to recruit an experienced 2nd Line Support Operator within the IT & Digital function. You will provide 2nd line technical support across hardware, software and infrastructure, ensuring frontline officers have reliable IT services.

You’ll resolve incidents, manage service requests and support end users across a complex enterprise environment, working with internal teams and third-party suppliers to maintain high service

Qualifications

• Experience in a 2nd Line Support, IT Support or Service Desk role.
• Strong troubleshooting and incident management experience.
• Good knowledge of Microsoft technologies, M365 and end-user device support.
• Understanding of IT infrastructure, operating systems and networking fundamentals.
• Excellent communication skills with the ability to support non-technical users.
• Ability to prioritise workloads and work effectively in a fast-paced environment.
• ITIL Foundation or similar is advantageous.
• Experience with Azure, infrastructure hardware or network storage would be beneficial.

Responsibilities

• Provide 2nd line technical support, troubleshooting and incident resolution.
• Manage user access, permissions and systems administration activities.
• Install, configure and maintain end-user hardware and software.
• Support Microsoft technologies, M365 and enterprise IT environments.
• Escalate and coordinate complex technical issues with third-party suppliers.
• Maintain accurate documentation, knowledge articles and audit records.
• Assist with IT equipment deployments, upgrades and lifecycle management.
• Contribute to service improvement initiatives and operational projects.

Skills

Troubleshooting

Incident management

Microsoft technologies

M365

Azure

ITIL Foundation

Fast-paced environment

Tools

Microsoft 365

Azure

Job description

Futures are partnering with a police force in the North West to recruit an experienced 2nd Line Support Operator to join their IT & Digital function. This is an excellent opportunity to support critical policing technology, providing technical support across a complex enterprise environment while helping ensure frontline officers and staff have access to reliable IT services.

The Role

As a 2nd Line Support Operator, you'll provide technical support for a broad range of hardware, software and infrastructure issues, resolving incidents, managing service requests and supporting end users across the organisation.

You’ll work closely with internal teams, third-party suppliers and stakeholders to maintain high service standards and contribute to continual service improvement.

Key Responsibilities

• Provide 2nd line technical support, troubleshooting and incident resolution.
• Manage user access, permissions and systems administration activities.
• Install, configure and maintain end-user hardware and software.
• Support Microsoft technologies, M365 and enterprise IT environments.
• Escalate and coordinate complex technical issues with third-party suppliers.
• Maintain accurate documentation, knowledge articles and audit records.
• Assist with IT equipment deployments, upgrades and lifecycle management.
• Contribute to service improvement initiatives and operational projects.

What We’re Looking For

• Experience in a 2nd Line Support, IT Support or Service Desk role.
• Strong troubleshooting and incident management experience.
• Good knowledge of Microsoft technologies, M365 and end-user device support.
• Understanding of IT infrastructure, operating systems and networking fundamentals.
• Excellent communication skills with the ability to support non-technical users.
• Ability to prioritise workloads and work effectively in a fast-paced environment.
• ITIL Foundation or similar is advantageous.
• Experience with Azure, infrastructure hardware or network storage would be beneficial.

Additional Information

• Hybrid working.
• Participation in an on-call rota is required.
• Travel to multiple sites may be required.
• Due to the nature of the work, successful applicants will be required to undergo police vetting.