London 2nd Line Support Engineer – Field Services

Core Group

Greater London

Hybrid

GBP 32,000 - 42,000

Full time

7 days ago

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Benefits offered by this job

Private healthcare

Employee Assistance Programme

Monthly WFH allowance

Life Assurance: 5x annual salary

Cycle-to-work scheme

Catered quarterly & annual social acts

Job summary

Core Group is seeking a 2nd Line Support Engineer / Field Engineer to join the Service Desk and work on-site with a client in London. The role focuses on delivering high-quality IT support, ensuring a strong first-time fix rate and excellent client satisfaction.

The position involves 4 days at the client's site (London, EC3V 9AA). Responsibilities include providing 1st & 2nd line support, logging incidents, installing hardware/software, and collaborating with cross-functional teams while

Qualifications

Proven experience in an IT support role, in-house or with an MSP.
Strong verbal and written communication skills.
Excellent troubleshooting skills for software and hardware, with ability to explain issues to non-technical users.
Experience supporting Windows OS (10/11) and Microsoft Office 365.
Microsoft certifications (MCSE/MCSA/MCPs).
Experience with Office 365, PowerShell, Azure, Windows Defender, and Intune.
Knowledge of ITIL standards.

Responsibilities

Provide 1st & 2nd line support for software and hardware incidents and service requests via phone, emails and tickets.
Log incidents with high first-time fix rate into ITSM.
Install hardware and software and support mobile devices.
Collaborate with other teams for cross-functional requests.
Ensure diagnostic information is fully compiled prior to escalation.
Document resolutions in Knowledgebase and update service documentation.
Identify service improvement opportunities.
Support project delivery.
Adhere to ITIL standards.