Information Technology Support Engineer

Identifi Global; Brough; On-site; GBP 32,000 - 42,000; Full time

Job summary

Identifi Global is seeking a hands-on 2nd Line IT Support Engineer to support a range of IT systems on site in the United Kingdom. You will resolve incidents, manage service requests and contribute to IT projects while delivering excellent customer service.

The role requires strong Windows 10/11, Office 365 expertise, ITSM experience with ServiceNow, and the ability to work independently in a regulated environment. On-site work with occasional flexible hours is expected.

Qualifications

• Strong Windows 10/11 knowledge including builds and registry settings.
• Experience with Microsoft Office, Outlook, email configuration and collaboration tools.
• Basic knowledge of SCCM and Active Directory.
• Networking knowledge: LAN/WAN/VLAN/Wi‑Fi/DNS/DHCP/VPN.
• Experience troubleshooting printers, monitors, docking stations, cameras, scanners.
• Familiar with ITSM tools, especially ServiceNow.
• Experience delivering support within SLAs.
• Strong troubleshooting and customer service skills; able to work independently.
• Flexibility with working hours when required.

Responsibilities

• Provide 2nd line support and resolve incidents within SLAs.
• Troubleshoot laptops, desktops, networks, printers and peripherals.
• Install, configure and maintain hardware and software.
• Support Project Managers with IT project activities.
• Manage non-standard service requests and competing priorities.
• Collaborate with 3rd line teams to resolve complex issues.
• Keep accurate incident records and update users via ServiceNow.

Skills

Windows 10/11

ServiceNow

Customer service

Troubleshooting

Independent working

Tools

SCCM

Active Directory

Office 365

Job description

Working arrangement: On site, 5 days a week

Security clearance: Existing SC clearance or willingness and eligibility to undergo clearance

Full UK driving licence required

Enjoy troubleshooting technical issues and helping users get back up and running?

We’re looking for a hands‑on 2nd Line IT Support Engineer to support a range of IT systems, hardware and software. You’ll resolve incidents, manage service requests and contribute to IT projects, combining technical knowledge with clear communication and excellent customer service.

What you’ll be doing

• Providing 2nd line support, resolving incidents and service requests within agreed SLAs.
• Troubleshooting laptops, desktops, networks, printers and peripherals.
• Installing, configuring and maintaining hardware and software.
• Supporting Project Managers with IT project activities.
• Managing non-standard service requests and competing priorities.
• Working with 3rd line teams to resolve complex technical issues.
• Keeping accurate incident records and users updated through ServiceNow.

What you’ll bring

• Strong Windows 10 and Windows 11 knowledge, including builds, configuration and registry settings.
• Experience supporting Microsoft Office, Outlook, email configuration and collaboration tools.
• Basic knowledge of SCCM and Active Directory.
• Networking knowledge covering LAN, WAN, VLAN, Wi‑Fi, DHCP, DNS/WINS, PXE and VPN connectivity.
• Experience troubleshooting printers, MFDs, monitors, docking stations, cameras and scanners.
• Working knowledge of ITSM tools, particularly ServiceNow.
• Experience delivering support within agreed SLAs.
• Strong troubleshooting and customer service skills, with the ability to work independently.
• Flexibility with working hours when required.

Experience with Windows LTSC, KIOSK configurations and deployments, or 2nd line support in a secure or regulated environment would be an advantage.