London On-Site Second-Line IT Support Engineer

Krome Technologies; Greater London; On-site; GBP 32,000 - 44,000; Full time

Benefits offered by this job

Flexible Annual Leave (25 days + bank)

Employee Assistance Programme

EV Salary Sacrifice Scheme

Private Medical Insurance

Learning & Development Programme

Monthly Recognition Awards

Long Service Awards

Cycle to Work Scheme

Company Social Events

Charity Event Participation

Job summary

Krome Technologies seeks a Second Line IT Support Engineer to join the London office, providing on-site and remote assistance, resolving escalated incidents and maintaining asset records. The role requires strong troubleshooting, ITIL practices and collaboration with first-line colleagues across locations.

The position is Monday–Friday, 10:00–18:00, based at the London HQ near Goodge Street. You will work with Windows 10/11, Microsoft 365, Intune and AD/Entra ID, supporting executives and staff.

Qualifications

• At least two years in a second-line desktop or end-user support role.
• Structured troubleshooting and root cause identification prior to escalation.
• Experience maintaining high-quality ticket records, documentation and handovers.
• Experience with ITIL-aligned service management processes.
• Ability to manage competing priorities while supporting senior stakeholders.
• Windows 10 and 11 deployment and support.
• Microsoft 365 admin: Exchange Online, Teams, OneDrive & SharePoint.
• Active Directory/Entra ID management; MD-102 or equivalent.

Responsibilities

• Follow handover standards to ensure continuity of support and knowledge transfer.
• Provide face-to-face and remote staff support, including executives.
• Resolve second-line incidents within SLAs and escalate when needed.
• Own incidents through to resolution and coordinate with internal/external teams.
• Build, deploy and maintain laptops, Windows 11 and device enrolment.
• Maintain accurate asset records and lifecycle data.
• Support meeting rooms, Teams calls, printers and on-site tech.
• Follow documented procedures and help improve them.
• Keep thorough ticket notes and handovers for escalations.
• Guide First Line staff on site; occasional after-hours work.

Skills

Communication

Stakeholder management

Troubleshooting

Documentation

Teamwork

Attention to detail

On-site presence

Prioritisation

Problem ownership

Education

ITIL 4 Foundation or MD-102 equivalent

Tools

ManageEngine ServiceDesk Plus

Microsoft 365 administration

Active Directory / Entra ID

Microsoft Intune

Microsoft Teams Rooms / Meeting systems

Bloomberg terminals

Job description

Krome Technologies seeks a Second Line IT Support Engineer to join the London office, providing on-site and remote assistance, resolving escalated incidents and maintaining asset records. The role requires strong troubleshooting, ITIL practices and collaboration with first-line colleagues across locations.

The position is Monday–Friday, 10:00–18:00, based at the London HQ near Goodge Street. You will work with Windows 10/11, Microsoft 365, Intune and AD/Entra ID, supporting executives and staff.