2nd Line Support Engineer

ArvatoConnect; Stone Cross; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company is seeking a 2nd Line Support Engineer to join their IT team. The role involves troubleshooting IT issues, supporting end-user devices, and collaborating with teams to ensure system performance. Ideal candidates will have strong communication skills and a proactive approach to technology. This position requires working remotely for part of the month and offers a variety of benefits, including a discretionary bonus and generous leave.

Benefits

Discretionary annual bonus

25 days annual leave plus 8 bank holidays

Company-matched pension scheme (4%)

Life insurance of 4x salary

24/7 health and wellbeing support

Exclusive discounts through MyRewards program

Qualifications

• Proven experience in 2nd-line end-user support.
• Strong incident management and ticket prioritization skills.

Responsibilities

• Provide 2nd-line support for end-user devices.
• Diagnose and troubleshoot IT issues.
• Manage IT requests, incidents, and tickets.

Skills

Troubleshooting

Communication

Proactive attitude

Customer service

Tools

Microsoft 365

Azure AD

Intune

Windows 10

Citrix

VPNs

Job description

Join to apply for the 2nd Line Support Engineer role at ArvatoConnect.

Overview

Location: Datchet - office-based role

Salary range is provided by ArvatoConnect. Your actual pay will depend on your skills and experience — discuss with your recruiter for more details.

The Role

We are seeking an experienced 2nd Line Support Engineer to join our IT team at ArvatoConnect. You will be responsible for troubleshooting and resolving IT issues, deploying technology, and supporting various end-user devices and systems. Collaborate with internal teams and external partners to ensure system performance and address challenges proactively. If you enjoy working in a fast-paced environment and solving complex problems, this role offers a great opportunity to make an impact.

*Mandatory: Work one week a month from 1pm-10pm (remote), and one Saturday every 5 weeks from 9am-5pm (remote).

Key Responsibilities

1. Provide 2nd-line support for end-user devices, ensuring timely resolutions.
2. Diagnose and troubleshoot IT issues, delivering excellent customer service.
3. Manage IT requests, incidents, and tickets with accurate updates.
4. Configure and maintain desktops, laptops, mobile devices, and software.
5. Support Microsoft 365, Windows 10, Intune, Citrix, VPNs, and related technologies.
6. Collaborate with IT teams and external partners to improve system performance.
7. Maintain IT asset records and document processes.
8. Assist with IT projects and ensure smooth implementation.
9. Uphold security protocols and handle data confidentially.
10. Travel to different sites and participate in on-call support as needed.

Required Skills and Experience

1. Proven experience in 2nd-line end-user support.
2. Expertise in Microsoft 365, Azure AD, Intune, and Windows 10.
3. Strong incident management and ticket prioritization skills.
4. Excellent troubleshooting and communication skills.
5. Proactive attitude and passion for technology.
6. Ability to follow and adapt to documented processes.
7. Experience supporting various IT devices and applications.
8. Previous 2nd-line support experience with M365 (Azure/Intune) and O365.
9. Effective at managing and prioritizing support tickets.
10. Strong customer service skills and adherence to security guidelines.

Benefits

• Discretionary annual bonus based on individual contribution.
• 25 days annual leave plus 8 bank holidays, with options to purchase more.
• Company-matched pension scheme (4%).
• Life insurance of 4x salary.
• 24/7 health and wellbeing support via WeCare platform.
• Exclusive discounts through MyRewards program.

Our Culture

We value diversity and inclusion, fostering a culture where everyone can be their authentic selves. We are committed to supporting all colleagues regardless of age, gender, disability, ethnicity, sexuality, neurodiversity, or religion. We are a Disability Confident Employer and actively support gender and LGBTQ+ inclusion.