Google Workspace, 2nd Line Support Engineer, EUC,

Experis - ManpowerGroup; Greater London; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A technology recruitment agency is seeking a 2nd Line Support Engineer in London to manage IT support for staff. This full-time, permanent role involves resolving technical issues, maintaining IT infrastructure, and ensuring security. Candidates should possess excellent communication skills and a keen interest in new technologies. Key responsibilities include troubleshooting, documentation, and user training, with a requirement to stay updated on emerging technologies. Ideal for those eager to advance their IT career.

Qualifications

• Strong communication abilities to explain technical concepts.
• Experience in an ITSM environment is preferred.
• Proactive in learning new technologies and skills.

Responsibilities

• Manage and resolve IT tickets within defined SLAs.
• Provide technical support for hardware and software issues.
• Install and maintain IT hardware and software.

Skills

Excellent communication and interpersonal skills

Ability to troubleshoot hardware and software issues

Proven experience in ITSM environments

Keen interest in learning new technologies

Passion for process improvement

Tools

Google Workspace

Microsoft Office 365

Jira

Confluence

GCP

Azure

AWS

Job description

2nd Line Support Engineer – EUC, Microsoft & Networking

Location: London 3 or 4 days on site due to nature of role

Type: Full-Time | Permanent

Industry: IT

As an IT Support Analyst you will play a crucial role in maintaining the stability and security of our internal IT systems, reporting directly to the Digital Operations Manager. You will be responsible for ensuring that our 90 office‑based staff have the necessary resources and support to work efficiently in our single office location, while adhering to best practices in IT security and management. You will be a key point of contact for technical assistance, demonstrating excellent communication skills and a professional approach to problem‑solving and IT Service Management (ITSM). We are looking for someone keen to learn new technologies and continuously improve their skill set, with a view to starting in early 2026.

Key Responsibilities

• Manage and resolve IT tickets, investigating, diagnosing, and resolving technical issues within defined service level agreements (SLAs).
• Provide first‑line and Level 1/2 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 automation.
• Create, update, and maintain technical documentation and user guidance.
• Collaborate with internal and external teams/vendors to evaluate technical solutions, provide recommendations, and escalat[e] 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 e.g. joiners/movers/leavers process.

Systems used

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

People Source Consulting Ltd is acting as an Employment Agency in relation to this vacancy. People Source specialise in technology recruitment across niche markets including Information Technology, Digital TV, Digital Marketing, Project and Programme Management, SAP, Digital and Consumer Electronics, Air Traffic Management, Management Consultancy, Business Intelligence, Manufacturing, Telecoms, Public Sector, Healthcare, Finance and Oil & G​as.