Second Line Technical 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

Are you a highly skilled Second Line Technical Support Engineer looking to advance your career by joining an MSP to work on a permanent client secondment in Central London?

The Company

Krome Technologies is a dynamic, people first technology consultancy delivering a wide portfolio of IT services and solutions across all industry sectors. Our core focus is assisting our clients with achieving their business goals through relevant and forward-thinking technology solutions.

With passion, a high level of integrity along with proven success, we work with our clients as a trusted business partner, advising on how, with appropriate technology advancements, we can help achieve their current and projected business demands.

Our talented people drive us forward, and we believe in encouraging a strong culture of Community, Confidence, and Integrity.

The Role

An excellent opportunity has emerged for a Second Line IT Support Engineer to join our client's IT team full time at their London head office, close to Goodge Street Station.

You will be the permanent on-site engineer for the office, resolving escalated incidents and service requests, supporting staff in person and remotely and keeping devices and asset records accurate.

You will work alongside a rotating First Line colleague and act as the consistent point of continuity on site. Day-to-day direction will come from the client's IT Service Management lead.

Key Responsibilities:

• Follow agreed handover standards and templates to ensure continuity of support, effective knowledge transfer and seamless transition of work between engineers and support teams
• Provide face-to-face support to staff, including senior executives and remote support to colleagues at other locations and across time zones
• Resolve second-line incidents and requests within agreed service levels, performing appropriate troubleshooting, diagnostics and remediation activities before escalation to specialist teams where required
• Take ownership of incidents and service requests through to resolution, coordinating with internal and external support groups as necessary
• Build, deploy, upgrade and retire laptops and peripherals, including Windows 11 upgrades and device enrolment
• Maintain complete, accurate and auditable asset records throughout the device lifecycle, ensuring all deployments, swaps, repairs, returns and disposals are recorded in accordance with agreed processes
• Support meeting rooms, Teams calling and conferencing equipment, printers and other on-site technology
• Follow documented procedures and service management processes and help improve them
• Maintain comprehensive ticket documentation, investigation notes and handovers, ensuring all troubleshooting steps, findings and actions are recorded before escalation or transfer
• Guide and support First Line colleagues on site
• Occasionally work outside core hours for planned activities, such as building power-downs or post-change checks, by prior arrangement

Requirements:

• At least two years in a second-line desktop or end-user support role
• Demonstrable experience of structured troubleshooting and root cause identification prior to escalation
• Experience maintaining high-quality ticket records, technical documentation and support handovers
• Experience working within ITIL-aligned service management processes and standards
• Proven ability to manage competing priorities while providing high-quality support to senior stakeholders and executive users
• Windows 10 and 11 support and deployment
• Microsoft 365 administration at support level: Exchange Online, Teams, OneDrive and SharePoint
• Active Directory and Entra ID user and device management
• Microsoft Intune, including device enrolment and management across Windows and mobile devices
• An ITSM ticketing tool, working to SLAs and priorities
• Basic networking and wireless troubleshooting (LAN, Wi‑Fi, TCP/IP, DNS and DHCP). Liaison with network support teams where escalation is required
• Disciplined record keeping, including asset and configuration data
• Clear, professional communication in person, by phone and in writing, with the ability to explain technical issues in plain language
• Confidence supporting senior stakeholders calmly and discreetly
• Reliable, punctual and dependable, acting as the permanent on-site technical presence and continuity resource for the London office
• Thorough, with strong attention to detail and follow-through
• Takes ownership of issues through to resolution
• Learns new environments quickly and works well within an established team
• ManageEngine ServiceDesk Plus
• Software asset management tools
• Meeting room systems, such as Microsoft Teams Rooms
• Market data terminals, such as Bloomberg
• ITIL 4 Foundation and/or Microsoft Endpoint Administrator (MD-102) or equivalent practical experience
• Experience in a multi‑site or international organisation

This is a Monday to Friday role (10:00am – 6:00pm) based onsite at the clients HQ in London (close to Goodge Street station). Occasional out‑of‑hours work by prior arrangement.

All technical staff are given a thorough aptitude and technical test during interviews.

The Package

• Flexible Annual Leave Package (25 days, plus Bank Holidays, increasing with Length of Service)
• Employee Assistance Programme
• Electric Vehicle (EV) Salary Sacrifice Scheme
• Private Medical Insurance (applicable after 5 years’ service)
• Learning and Development Programme, aimed to support Career Progression
• Monthly Employee Recognition Awards (Extra Days Holiday or Amazon Voucher Rewards)
• Long Service Recognition Awards for 5, 10, 15 years+
• Cycle to Work Scheme
• Regular Company‑Funded Social Events
• Company‑Funded (Voluntary) Participation in our Charity Events

Inclusion & Diversity

Krome Technologies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive work environment free from discrimination, where all employees are treated with dignity and respect. All aspects of employment at Krome including the decision to hire, promote, discipline or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, colour, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, or veteran status.

Krome Technologies is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how Krome Technologies protects personal information online, please see the Krome Technologies Privacy Policy https://www.krome.co.uk/privacy/