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

Core Technology Systems Limited; Greater London; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Private healthcare

Employee Assistance Programme (EAP)

Monthly WFH allowance

Life Assurance: 5x annual salary

Cycle-to-work scheme

Catered quarterly & annual socials

Travel and accommodation allowance

Job summary

Core Technology Systems Limited is seeking a competent 2nd Line Support Engineer / Field Engineer to join our Service Desk team. The role is on-site with a client in the Stevenage area, with a minimum of 3 days on-site per week.

We welcome both permanent and part-time contractor arrangements focused on on-site requirements. You will provide high-quality support for software and hardware, maintain high customer satisfaction, and work across ITIL-aligned processes.

Qualifications

• Proven experience in an IT support role, either in-house or with a MSP.
• Strong verbal and written communication skills.
• Excellent troubleshooting skills for software and hardware and ability to explain tech to non-technical users.
• Experience supporting Windows OS (10 & 11) and Office 365.

Responsibilities

• Provide 1st & 2nd line support for software and hardware incidents and service requests via phone, email and self-service.
• Log incidents and requests accurately with a high first-time fix rate in the ITSM tool.
• Install hardware and software and support mobile devices.
• Collaborate with cross-functional teams to resolve incidents.
• Compile diagnostic information before escalation and document resolutions in the knowledge base.
• Identify opportunities for service improvements and support project delivery.
• Adhere to ITIL standards and processes.

Skills

IT support

Customer service

Troubleshooting

Windows OS

Office 365

Proactive learner

Communication

Education

Microsoft certifications

Tools

ITSM tool

PowerShell

Azure

Intune

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: Customers first (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), and Expertise (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.