IT Support Engineer - 2nd / 3rd line support

CBSbutler Holdings Limited trading as CBSbutler; Reading; On-site; GBP 110,000 - 120,000; Full time

Job summary

CBSbutler Holdings Limited trading as CBSbutler is seeking an experienced IT Support Engineer for an on-site role in Reading. The position operates mainly at 2nd Line with exposure to 3rd Line tasks, handling escalated issues, end-user support and a wide range of IT equipment.

The role covers Windows 10/11, Microsoft 365, Active Directory, managed print, conference room AV and VIP support. DV clearance is essential; sole British national required; 6 months+ contract, Inside IR35, 80–87 ph

Qualifications

• Experience in an ITService Desk or IT support in a large enterprise.
• 2nd Line IT support experience with 1st Line progression potential.
• Hands-on hardware troubleshooting for enterprise devices (HP/Lenovo/Dell).
• Strong knowledge of Windows 10/11 and Microsoft 365.
• Imaging, drivers, BitLocker and software troubleshooting experience.
• Active Directory administration and Group Policy understanding.
• Basic networking knowledge: TCP/IP, DNS, DHCP, Wi-Fi, VPN.
• Excellent communication and VIP user support; DV clearance required.

Responsibilities

• Take ownership of 2nd Line incidents and service requests, resolving within SLAs.
• Provide hands-on laptop, desktop and peripheral support; perform repairs and rebuilds.
• Build, configure and deploy new and refurbished IT equipment.
• Troubleshoot Windows 10/11, 365, encryption, drivers and user profiles.
• Administer Active Directory users, groups, passwords, and lockouts.
• Support printers and managed print services; assist with conference tech.
• Support onsite Tech Bar and VIP users; aid with room AV and connectivity.
• Assist infrastructure teams with server checks; escalate where needed.
• Maintain asset records and contribute to knowledge documentation.

Skills

IT Service Desk

2nd Line Support

Windows 10/11

Microsoft 365

Active Directory

Printer support

Networking basics

VIP support

Tools

ServiceNow

Job description

IT Support - 2nd / 3rd line

+DV cleared - current active clearance is essential

+Sole British national - due to nature of the project

+ON site in Reading

+6 months +

+Inside IR35

+ 80 - 87 ph

We are currently recruiting an experienced IT Support Engineer to join an onsite end-user support team within a large, secure and business-critical environment.

This is a hands-on, all-round IT support role operating primarily at 2nd Line, with exposure to 3rd Line activities. You will be responsible for resolving escalated technical issues, supporting end users and maintaining a wide range of IT equipment and services.

The role offers plenty of variety, covering desktop and laptop support, hardware break/fix, Windows 10/11, Microsoft 365, Active Directory, managed print, conference room technology and VIP support.

We are looking for a technically capable and customer-focused IT generalist who enjoys troubleshooting, takes ownership of issues and is confident working in a fast-paced, secure enterprise environment.

Key Responsibilities

• Take ownership of 2nd Line incidents and service requests, ensuring timely resolution within agreed SLAs.
• Provide hands-on laptop, desktop and peripheral support, including hardware break/fix, repairs, rebuilds and device replacements.
• Build, configure and deploy new and refurbished IT equipment.
• Troubleshoot Windows 10/11, Microsoft 365, endpoint encryption, BitLocker, drivers and user profile issues.
• Perform day-to-day Active Directory administration, including user accounts, groups, passwords and account lockouts.
• Support HP multifunction printers and managed print services.
• Provide walk-up support through the onsite Tech Bar, including new starter setups and loan equipment.
• Support conference room and AV technology, including VIP users and senior stakeholders.
• Carry out basic network troubleshooting, CAT5 and fibre patching, and connectivity checks.
• Assist infrastructure teams with first-level server and infrastructure checks, escalating more complex issues where required.
• Maintain accurate asset records, support device refresh programmes and contribute to knowledge documentation.
• Work with third-party suppliers, providing hands-and-eyes support and clear technical diagnostics when escalating issues.

Essential Skills & Experience

• Experience working within an IT Service Desk, Desktop Support or IT Support environment in a medium or large enterprise.
• Previous 2nd Line IT support experience, although strong 1st Line engineers looking to progress will also be considered.
• Hands-on hardware troubleshooting and break/fix experience with enterprise devices (HP, Lenovo or Dell).
• Strong knowledge of Windows 10/11 and Microsoft 365.
• Experience with device builds, imaging, drivers, BitLocker and software troubleshooting.
• Practical Active Directory administration experience and an understanding of Group Policy.
• Experience supporting HP multifunction printers.
• Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi and VPN.
• Basic understanding of Windows Server and file and print services.
• Familiarity with ITIL processes, incident management, SLAs and ITSM tools such as ServiceNow.
• Excellent communication and customer service skills, with confidence supporting senior and VIP users.
• Must hold current, valid DV Security Clearance.
• Must be a Sole British National.