Senior 2nd Line IT Support Engineer | Hybrid

Harvey Nash; West Midlands; Hybrid; GBP 32,000 - 46,000; Full time

Job summary

Harvey Nash is seeking an experienced Senior IT professional to join as a 2nd Line Support Engineer, delivering hands‑on technical support to a range of corporate clients.

You will diagnose and resolve incidents, act as escalation point for Helpdesk Analysts, mentor the team and contribute to service delivery in a hybrid model (onsite for the first 3 months, then hybrid).

Strong knowledge of Active Directory, VMware, Exchange and M365 is valuable in this role.

Qualifications

• 2nd line technical support to clients
• Managing and resolving tickets within SLA targets
• Escalation point for Helpdesk Analysts on complex issues
• Ownership of incidents from diagnosis to resolution and client updates

Responsibilities

• Provide 2nd line technical support to clients
• Manage and resolve tickets within SLA targets
• Escalate to senior teams when required and mentor Helpdesk Analysts
• Maintain accurate records in service management systems

Skills

Active Directory

VMware

Group Policy

Microsoft Exchange

Microsoft 365 / Office 365

Microsoft Office

Backup & Storage Solutions

Terminal Server

Job description

Harvey Nash is seeking an experienced Senior IT professional to join as a 2nd Line Support Engineer, delivering hands‑on technical support to a range of corporate clients.

You will diagnose and resolve incidents, act as escalation point for Helpdesk Analysts, mentor the team and contribute to service delivery in a hybrid model (onsite for the first 3 months, then hybrid).

Strong knowledge of Active Directory, VMware, Exchange and M365 is valuable in this role.