2nd Line Technical Support Engineer (Onsite)

Reed; City Of London; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Bonus scheme

Professional development

25 days leave

Job summary

Reed is seeking a 2nd Line Technical Support Engineer to join our onsite IT team in London. The role focuses on escalated issue resolution, Windows OS and Office 365 troubleshooting, and endpoint management using Intune. You will provide proactive support, document resolutions, and collaborate with 3rd party engineering teams.

Working hours are 35 per week (0800–1900). 25 days annual leave with progression, and a company bonus scheme.

Qualifications

• Proficient in Windows OS and Office 365 troubleshooting.
• Strong network troubleshooting skills.
• Experience with endpoint management tools such as Intune.
• Excellent root cause analysis and documentation.
• Proactive issue identification and cross-team collaboration.

Responsibilities

• Resolve escalated tickets from 1st line and support Windows/Office365 incidents.
• Manage endpoints deployment/configuration using Intune.
• Document troubleshooting steps and maintain knowledge base.
• Support video conferencing issues and coordinate with 3rd party engineers.
• Assist with tape changes for backup and recovery tasks.

Skills

Windows OS troubleshooting

Office 365 troubleshooting

Network troubleshooting

Intune endpoint management

Root cause analysis

Documentation & knowledge sharing

Cross-team collaboration

Tools

Intune

Job description

2nd Line Technical Support Engineer (Onsite)

• Location: Euston, London
• Job Type: Full-time
• Salary Range: c£30,000

2nd Line Technical Support Engineer required to join our client's dynamic IT team. This role is pivotal in providing intermediate troubleshooting, rapid response, and superior customer interaction, focusing on escalated issue resolution, endpoint management, and robust collaboration.

Day-to-day of the role:

• User Support & Troubleshooting: Efficiently resolve escalated tickets from 1st line support, diagnose and resolve issues related to Windows OS, Office 365, and endpoint connectivity.
• Endpoint Management: Deploy and configure devices using Intune or Images, package new approved applications for deployment, and provide manual installation when necessary.
• Documentation & Knowledge Sharing: Maintain internal knowledge base articles, document troubleshooting steps and resolutions, and share insights during team meetings.
• Video Conferencing Support: Assist the Events team with VC issues, perform checks on networking, licensing, and account sign-ins, and upscale to 3rd party support when necessary.
• 3rd Party Support: Provide support for 3rd party engineers attending site to perform services.
• Tape Changes: Perform tape changes or insertions as required for backup & recovery tasks.

Required Skills & Qualifications:

• Knowledge: Proficient in Windows OS and Office 365 troubleshooting, network troubleshooting, and using endpoint management tools like Intune.
• Skills: Strong in root cause analysis, documentation, knowledge sharing, and cross-team collaboration.
• Abilities: Proactive issue identification, mentoring junior staff, strategic communication, and consistency in support delivery.
• Experience: Prior experience in a similar technical support role is highly required

Benefits:

• Working Hours: 35 hours per week, expected between 0800 - 1900 Mon - Fri.
• Annual Leave: 25 days, increasing by 1 day each year up to a total of 30 days.
• Bonus Scheme: Eligibility for company bonus scheme.
• Professional Development: Opportunities for training and advancement in a supportive environment.

This role is crucial for ensuring the security and efficiency of IT operations.