Hybrid IT Support SME – 2nd Line Specialist

Howden Group Holdings; Milton Keynes, Greater London, Witney; Hybrid; GBP 28,000 - 40,000; Full time

Benefits offered by this job

Hybrid working

Flexible hours

Job summary

Howden Group Holdings is seeking an IT Support SME to deliver advanced Tier 1.5 and 2nd line IT support from Milton Keynes and other UK offices. You will monitor user experience, contribute to knowledge management, and help drive incident resolution with a customer-focused approach.

The role requires strong technical troubleshooting, escalation management, and proactive stakeholder communication, with office-based work 3 days per week and rota-based after-hours support.

Qualifications

• IT industry experience.

Responsibilities

• Tier 1.5 & 2nd line support for employees, primarily remote.
• Knowledge Management: own KB articles and regular reviews.
• Manage incidents in ServiceNow and coordinate with third-party providers.
• Provide executive user support to stakeholders.

Skills

Customer service

Communication

Teamwork

Problem solving

Prioritisation

Education

ITIL Foundation V3/V4

Tools

Active Directory

Office 365

Microsoft Teams

Zoom

SCCM

Intune / Autopilot

Mimecast

ServiceNow

Remote Support Tools

Job description

Howden Group Holdings is seeking an IT Support SME to deliver advanced Tier 1.5 and 2nd line IT support from Milton Keynes and other UK offices. You will monitor user experience, contribute to knowledge management, and help drive incident resolution with a customer-focused approach.

The role requires strong technical troubleshooting, escalation management, and proactive stakeholder communication, with office-based work 3 days per week and rota-based after-hours support.