Hybrid 2nd Line IT Support Engineer

TEAM; City of Westminster; Hybrid; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Birthday day off

Gym membership

Cycle to Work

Quarterly team events

Monthly games nights

Vitality at Work benefits

20 days annual leave + bank holidays

Job summary

TEAM is seeking a 2nd Line Engineer in the United Kingdom. The role involves four days in the office and one day from home, with 7.5-hour shifts on a fortnightly pattern. You will handle IT support across Windows Server, Microsoft 365, Active Directory and Mac OS, with a focus on incident management and client satisfaction.

The salary is £35,000 per year. Benefits include 20 days annual leave plus bank holidays, a birthday day off, gym membership, Cycle to Work, and team events.

Qualifications

• Proven experience in an IT support role, covering 1st or 2nd line.
• Experience working to an ITIL framework in a service desk capacity.
• Proficient in Windows Server 2016–2022, Microsoft 365 support for Email/SharePoint/OneDrive/Teams, and AD.
• Experience with Windows 10/11 and Office 365.
• Apple macOS support experience.
• Backup technologies such as Datto and Acronis.
• MSP background preferred.
• Certifications: MS-900, AZ-900, SC-900.

Responsibilities

• Provide professional, customer-focused service through each ticket's life cycle.
• Record incidents and requests, capturing details per service desk standards.
• Classify and prioritise calls per SLA.
• Investigate and diagnose incidents, provide first-line support to resolve issues.
• Liaise with third-party suppliers and log tickets, acting as central contact.
• Monitor, escalate, and route incidents as needed.
• Log/assign tickets and monitor workloads for the team.
• Attend client sites to provide IT support as directed.
• Support management and resolution of customer technical issues.
• Help improve managed services through proactive client support.

Skills

IT support

ITIL service desk

MS 365 support

Active Directory management

Windows 10/11 support

Mac OS support

Backup technologies

MSP background

IT service delivery

Tools

Windows Server 2016-2022

Microsoft 365 (Email, SharePoint, OneDrive, Teams)

Active Directory

Windows 10/11

Office 365

Apple macOS

Datto backup

Acronis

Azure

Job description

TEAM is seeking a 2nd Line Engineer in the United Kingdom. The role involves four days in the office and one day from home, with 7.5-hour shifts on a fortnightly pattern. You will handle IT support across Windows Server, Microsoft 365, Active Directory and Mac OS, with a focus on incident management and client satisfaction.

The salary is £35,000 per year. Benefits include 20 days annual leave plus bank holidays, a birthday day off, gym membership, Cycle to Work, and team events.