2Nd Line Support Engineer, P1

OCC Group; Gayton; On-site; GBP 28,000 - 38,000; Full time

Job summary

OCC Group in the United Kingdom is seeking a skilled 2nd Line Service Desk Engineer to join a busy IT operations team.

You will triage and resolve escalated incidents for hardware, software, networking and cloud services, perform patching, support Intune deployments, and collaborate with First Line staff to meet SLAs.

Strong ITIL knowledge, Windows Server, Azure/AWS, virtualization experience, and security clearance eligibility are preferred for this role.

Qualifications

• 2+ years experience in a Service Desk or technical support role
• Strong ITIL practices and service management tooling experience
• Familiarity with patch management and cloud technologies (Azure, AWS)
• Experience with Intune deployments and remote support tools

Responsibilities

• Provide triage, troubleshooting and resolution for escalated incidents across hardware, software, networking and cloud services
• Manage patching, patch testing and updates
• Support Windows OS, Windows Server and Microsoft 365 environments
• Monitor system performance and assist with incident management under SLAs
• Coordinate with First Line Support and other teams to resolve complex issues

Skills

ITIL knowledge

Patching

Cloud fundamentals

Scripting & automation

Incident management

Tools

ServiceNow

Jira Service Desk

Intune

VMware

Hyper-V

Azure

AWS

Job description

2nd Line Support, IT Service Desk

An excellent client of ours is looking for an experienced 2nd Line Service Desk, 2nd Line Helpdesk, Service Operations Engineer. The ideal candidate will have strong patching experience!

The role would suit someone with a strong Infrastructure background as you will be involved in maintaining and enhancing IT infrastructure, ensuring optimal performance and reliability.

Working for an IT Managed Service Provider preference will be given to support engineers who have worked in a similar environment. Strong ITIL practice is essential with -

Excellent knowledge of the use of common Service Desk technologies (e.g., IT Service Management tools, remote support tools, health monitoring tools).

2+ years of experience in a Service Desk or technical support role

Patching, patch systems and software, test all patches and updates

Microsoft Windows OS, Windows Server, and Microsoft 365.

Networking fundamentals (TCP/IP, DNS, DHCP, VPN, firewalls).

Virtualization technologies (e.g., VMware, Hyper‑V).

Cloud platforms (Azure, AWS).

Experience with scripting and automation

Familiarity with ITIL processes and service management tools (e.g., ServiceNow, Jira Service Desk).

My client would like someone who has experience and an understanding of Cloud technology, Azure, or working towards AZ‑900. An experienced second line support engineer who has used Intune for deployment. You will be involved in complex incidents, providing guidance and support to First Line Support Engineers, collaborating with other functions to resolve issues within agreed SLAs.

Provide triage, troubleshooting and resolution for escalated Incident and requests related to hardware, software, networking, and cloud services.

Monitor system performance and troubleshoot any issues with deployed technologies and platforms.

Manage P1 communications and technical incident calls for OOH incident.

Ideally, Microsoft Certified and / or CompTIA certification (A+ / Network+ / Security+).

UK‑based candidates eligible for Security Clearance only