2nd Line Support Engineer

Arvato Limited; Stone Cross; Remote; GBP 30,000 - 40,000; Full time

Job summary

Join a dynamic IT team as a 2nd Line Support Engineer at a leading company. You'll be the go-to expert for troubleshooting IT issues and ensuring optimal system performance. Work remotely with flexible hours and make a real impact in a fast-paced environment. The role requires strong communication skills and a proactive mindset, with a focus on delivering excellent customer service. Enjoy generous holiday entitlement, a discretionary annual bonus, and various health and wellbeing support options.

Benefits

Discretionary Annual Bonus

Generous Holiday Entitlement

Pension Scheme

Life Insurance

24/7 Health and Wellbeing Support

Exclusive Discounts and Offers

Qualifications

• Strong experience providing 2nd-line end-user support.
• Expertise in Microsoft 365, Azure AD, Intune, and Windows 10.
• Proven track record of handling IT support tickets efficiently.

Responsibilities

• Provide 2nd-line support for end-user devices.
• Diagnose and resolve IT issues while delivering customer service.
• Manage IT requests and ensure updates are recorded accurately.

Skills

Troubleshooting

Communication

Customer Service

Proactive Mindset

Tools

Microsoft 365

Windows 10

Intune

Azure AD

Citrix

VPNs

Job description

We are looking for an experienced2nd Line Support Engineer to join our dynamic IT team at ArvatoConnect where you’ll be the go-to expert for keeping our IT operations running smoothly. From troubleshooting and resolving IT issues to deploying cutting-edge technology, you’ll be hands-on with a variety of end-user devices and systems. You’ll work closely with internal teams and external partners, tackling challenges head-on and ensuring optimal system performance. If you thrive in a fast-paced, ever-evolving environment and love solving problems, this is your chance to make a real impact!

* There is a mandatory requirement to work one week a month from 1pm-10pm – this will be remote.

*There is a mandatory requirement to work one Saturday every 5 weeks from 9am-5pm – this will be remote.

What you’ll do :

• Provide 2nd-line support for a range of end-user devices, ensuring quick and effective resolutions.
• Diagnose, troubleshoot, and resolve IT issues while delivering outstanding customer service.
• Manage IT requests, incidents, and tickets, ensuring updates are recorded accurately.
• Set up, configure, and maintain desktops, laptops, mobile devices, and softwares.
• Support Microsoft 365, Windows 10, Intune, Citrix, VPNs, and other critical technologies.
• Work collaboratively with IT teams and external partners to enhance system performance.
• Maintain IT asset records, ensuring accurate documentation of processes and procedures.
• Assist in IT projects, contributing technical expertise and ensuring smooth rollouts.
• Monitor and uphold security protocols while handling business and customer data with confidentiality.
• Occasionally travel to different sites and participate in an on-call support rota.

What you’ll bring to the table:

• Strong experience providing 2nd-line end-user support in a professional environment.
• Expertise in Microsoft 365, Azure AD, Intune, and Windows 10.
• Solid understanding of incident management and prioritisation of support tickets.
• Excellent troubleshooting skills with the ability to think on your feet.
• Strong communication skills – able to explain technical issues in a user-friendly way.
• Proactive mindset with a ‘can-do’ attitude and a passion for technology.
• Ability to follow documented processes while also adapting to evolving business needs.
• Experience supporting a variety of IT devices and applications in a dynamic workplace.
• Previous experience in 2nd-line IT support, including M365 (Azure/Intune) and O365.
• Proven track record of handling and prioritising IT support tickets efficiently.
• Strong customer service skills with the ability to communicate effectively.
• Ability to follow strict security and process guidelines.

In return, we’ll offer you :

• Discretionary Annual Bonus – recognising and rewarding your individual contribution to the company’s success.
• Generous Holiday Entitlement – 25 days annual leave plus 8 bank holidays, with the option to purchase an additional 5 days.
• Pension Scheme – 4% employee contribution matched by the company.
• Life Insurance – coverage of 4x your basic salary, offering peace of mind for you and your loved ones.
• 24/7 Health and Wellbeing Support – access to a virtual GP, mental health services, fitness programmes, and more through our WeCare platform.
• Exclusive Discounts and Offers – enjoy savings with leading brands via our MyRewards programme, including retailers such as Apple, John Lewis, and M&S.

Diversity & Inclusion Statement:

It’s our differences that make our organisation stronger, and we work to ensure that all our colleagues’ voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.

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