2nd Line Support Engineer / Field Engineer [permanent or contractor]

Core Technology Systems Limited; City Of London; On-site; GBP 28,000 - 44,000; Full time

Benefits offered by this job

Monthly WFH allowance

Private healthcare

2 paid leave days for volunteering

Life Assurance: 5x salary

Cycle-to-work

Catered social events

Travel and accommodation allowance

Job summary

Core Technology Systems Limited is seeking a 2nd Line Support Engineer / Field Engineer to join our Service Desk and work on-site with a customer in the Stevenage area. The role is minimum 3 days on-site, with options for permanent and part-time contractor arrangements, approximately 3 days per week.

The candidate should have proven IT support experience, strong communication, and a track record of high customer satisfaction, with expertise in Windows 10/11, Microsoft 365, PowerShell, Azure,

Qualifications

• Proven experience in an IT support role, in-house or MSP.
• Strong verbal and written communication skills.
• Excellent troubleshooting for software and hardware; able to explain tech to non-tech.
• Experience supporting Windows 10/11 and Microsoft 365.
• Proactive, adaptable and quick to learn new technologies.
• Track record of delivering high customer satisfaction and service improvements.
• Microsoft certifications (MCSE/MCSA/MCPs).
• Experience with Office 365, PowerShell, Azure, Defender, Intune.
• Knowledge of networking devices and ITSM tools.

Responsibilities

• Provide 1st & 2nd line support for software and hardware incidents and service requests via calls, emails and tickets.
• Log incidents with high first-time fix rate into ITSM tool.
• Install hardware and software and support mobile devices.
• Collaborate with other teams for cross-functional incidents and requests.
• Ensure diagnostic information is ready before escalation.
• Document resolutions into Knowledgebase and service docs.
• Identify opportunities for service improvements.
• Support project delivery and adhere to ITIL standards.

Skills

IT support experience

Customer service

Troubleshooting

Verbal & written comms

Independent worker

Team collaboration

Education

MCSE/MCSA/MCPs certifications

Tools

PowerShell

Azure

Office 365

Windows Defender

Microsoft Intune

Networking devices

ITSM tool

Job description

Core is a high-growth Microsoft Managed Services Provider (MSP) delivering modern technology solutions across Azure, Microsoft 365, Security, and Modern Workplace. We specialise in providing a wide range of services, solutions and software to optimise our clients’ Microsoft investments. Our customers trust us to help them unlock productivity, reduce risk, and transform their businesses through technology.

We live by our CORE values:Customersfirst (we put customers at the heart of what we do and take accountability for our actions),One Core(we recruit, develop and retain great talent in a supportive team environment),Responsive(we’re flexible, approachable and responsive to customer needs), andExpertise(we’re proudly professional and continuously strive for excellence for customers, peers and partners).

Role overview

We are looking for a 2nd Line Support Engineer / Field Engineer to join our Service Desk team and work on-site with one of our customers in Stevenage area. This role requires a proactive, customer-focused IT professional who will provide high-quality support while ensuring excellent client satisfaction.

This role is minimum 3 days onsite.

We are open to both permanent candidates and part-time contractors. For contractors, we're happy to consider an arrangement focused on the on-site requirement only (approximately 3 days per week), with the exact working pattern and engagement to be discussed.

Duties & Responsibilities:

• Provision of 1st & 2nd line support service for software and hardware Incidents and Service Requests via phone calls, emails and self-service tickets.
• Efficient and accurate logging of incidents and requests with a high first-time fix rate into ITSM tool.
• Installation of hardware & software and the provision and support of mobile devices.
• Working collaboratively with other teams where Incidents and Service Requests require cross-functional activities.
• Ensuring diagnostic information is fully compiled prior to any escalation.
• Documentation of resolutions into Knowledgebase and update service documentation as appropriate.
• Identification of service improvement opportunities.
• Project delivery support.
• Adherence to ITIL standards.

Essential requirements:

• Proven experience in an IT support role, either in-house or with a Managed Service Provider.
• Strong verbal and written communication skills.
• Excellent troubleshooting skills for both software and hardware, with the ability to explain technical issues to a non-technical audience.
• Experience supporting Windows OS (10 & 11) and Microsoft Office 365.
• A proactive and adaptable approach to learning new technologies and skills.
• A track record of delivering high customer satisfaction and service improvements.
• Microsoft certifications (MCSE/MCSA/MCPs).
• Experience with Office 365, PowerShell, Azure, Windows Defender, Microsoft Intune.
• Knowledge of networking devices (routers, printers, laptops, firewalls, switches).
• Experience working with an IT service management tool.

Key competencies & behaviours:

• A positive and solution-oriented mindset.
• Strong analytical and problem-solving skills.
• Ability to work independently and take initiative.
• Strong teamwork and collaboration skills.
• Ability to work effectively under pressure to meet SLAs.
• High attention to detail and adherence to processes and procedures.

We offer:

• Appropriate, modern technology to support the fulfilment of your role.
• Significant focus on Learning + Development, including training courses, seminars, and social events in London.
• Supportive, ambitious and entrepreneurial culture where you'll have the freedom to drive ideas, take ownership and make a real impact.
• Two paid leave days per year to volunteer for causes that resonate with Core's values, such as charitable efforts, environmental initiatives, and supporting the next generation in tech.
• Private healthcare and Employee Assistance Programme (EAP) for mental health and wellbeing.
• Monthly WFH allowance.
• Life Assurance: 5x annual salary.
• Cycle-to-work scheme.
• Catered quarterly & annual social events.
• Travel and accommodation allowance.