2nd Line Support, Google Workspace, EUC, Desktop

Experis; Filton; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading provider of software solutions is looking for a 2nd Line Support Engineer to manage IT tickets and provide technical support. Responsibilities include troubleshooting hardware and software issues, maintaining IT security, and supporting new staff setups. Ideal candidates will have excellent communication skills, experience in an ITSM environment, and a keen interest in learning new technologies. This role offers a full-time permanent position based in Filton, with a competitive salary and benefits.

Benefits

Competitive salary

Growth opportunities in new technologies

Benefits package

Qualifications

• Proven experience in a support role in IT.
• Experience with ITIL principles is advantageous.
• Strong problem-solving skills and a professional approach.

Responsibilities

• Manage and resolve IT tickets within SLAs.
• Provide technical support for hardware, software, and network issues.
• Install and maintain IT infrastructure and security.
• Create and maintain technical documentation.

Skills

Excellent communication and interpersonal skills

Ability to troubleshoot hardware and software issues

Proactive approach to professional development

Experience in ITSM environment

Interest in learning new technologies

Tools

Google Workspace

Microsoft Office 365

Jira

Confluence

GCP, Azure, and AWS

Job description

2nd Line Support Engineer - EUC, Microsoft & Networking

Location: LONDON – 3 or 4 days on site due to the nature of the role.

Type: Full‑Time | Permanent
Industry: IT
Salary: £30‑45k + Benefits

Are you passionate about solving technical challenges and supporting cutting‑edge software solutions? Join our growing team as a 2nd Line Support Engineer, where you’ll play a key role in maintaining and enhancing the performance of our software systems across Europe.

About Us

We’re a leading provider of software solutions, helping cities and private operators streamline mobility and improve user experience. Our technology integrates cloud‑based platforms, mobile apps, and IoT devices to deliver smarter AT‑driven software solutions.

Systems used

• Google Workspace and Administration
• Microsoft, including Office 365 and Intune
• Cloud; GCP, Azure and AWS
• Jira and Confluence for ITSM processes

Key Responsibilities

• Manage and resolve IT tickets, investigating, diagnosing, and resolving technical issues within defined service level agreements (SLAs).
• Provide first‑line and Level 1/ technical support for hardware, software, and network‑related issues (PCs, laptops, printers, mobile devices, tablets).
• Install, configure, and maintain IT hardware and software, ensuring systems are secure and fully operational.
• Support the setup of new staff, including workstation preparation, account creation, and providing basic IT induction.
• Administer and maintain IT infrastructure, including routers, switches, firewalls and VPNs.
• Monitor and maintain IT security by ensuring software updates, antivirus protection, and educating users on security best practices.
• Maintain the IT asset register, including logging, tagging equipment, and conducting regular audits.
• Assist with IT‑related projects such as system upgrades, migrations, and process.
• Create, update, and maintain technical documentation and user guidance.
• Collaborate with internal and external teams/vendors to evaluate technical solutions, provide recommendations, and elevate complex issues when appropriate.
• Champion the use of self‑service IT resources and provide basic training and guidance to users.
• Manage event support, including setting up AV and live‑stream equipment.
• Proactively identify opportunities for automation and process improvement, with a passion for emerging AI technologies and systems integration.

Skills and Qualifications

• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to non‑technical users.
• A keen interest in learning new technologies and a proactive approach to professional development.
• A professional approach to work, problem‑solving, and adherence to ITSM principles.
• Ability to troubleshoot and resolve hardware and software issues effectively.
• Proven experience working in an ITSM environment with knowledge of ITIL as an advantage.
• A passion for process improvement eg joiners/movers/leavers process.

Growth Opportunities

This role offers the ability to contribute ideas, learn new technologies, and implement new solutions such as password management, mobile device management, and cyber essentials.