Hybrid 2nd Line IT Support Engineer

Carpenters Group; Liverpool; Hybrid; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Hybrid working model

25 days’ holiday plus bank holidays

Holiday buy and sell

2 x Volunteering days

Job summary

Carpenters Group is seeking a 2nd Line Support Engineer to deliver advanced technical support for complex issues escalated from the Service Desk. You will diagnose and resolve hardware, software and network problems, coordinating with internal teams and external partners to minimise disruption.

Based in the United Kingdom, you will maintain system performance, support continuous improvement, and participate in an out-of-hours rota as needed.

Qualifications

• Strong knowledge of Microsoft 365, Windows OS and Windows Server.
• Experience administering core infra services: AD, DNS, DHCP, Entra ID, Intune and Azure.
• Experience with device/software deployment: SCCM, Intune, Autopilot.
• Good networking understanding: TCP/IP, routing, VLANs.
• ITIL-based service desk experience and best practices.
• Familiarity with Citrix, VMware and enterprise telephony is a plus.
• Scripting or automation (PowerShell, SQL, Python) is desirable.
• Strong communication, organisation and time management; solo & team work.

Responsibilities

• Provide advanced troubleshooting for devices, OS, and software.
• Diagnose and resolve server and network faults to minimise downtime.
• Perform intermediate admin tasks for phone systems.
• Assist with call logging overflow while maintaining professionalism.
• Manage and expand tickets per SLAs.
• Document recurring issues and update best practices.
• Conduct regular system health checks for reliability.
• Undertake project work as directed by IT leadership.
• Complete tasks with agreed targets and KPIs.
• Support and maintain Microsoft Intune, Azure, and Entra ID.
• Administer hosted VM platforms including Citrix and VMware.
• Handle security requests including Web Application Proxy updates.
• Manage confidential requests with discretion.

Skills

Microsoft 365

Windows 10/11

Windows Server

Active Directory

Entra ID

Intune

Azure

SCCM

Autopilot

Networking basics

ITIL

VMware

Citrix

PowerShell

SQL

Python

Tools

SCCM

Job description

Carpenters Group is seeking a 2nd Line Support Engineer to deliver advanced technical support for complex issues escalated from the Service Desk. You will diagnose and resolve hardware, software and network problems, coordinating with internal teams and external partners to minimise disruption.

Based in the United Kingdom, you will maintain system performance, support continuous improvement, and participate in an out-of-hours rota as needed.