Onsite 2nd Line IT Support Engineer (SC/Regulated)

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

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.