Line Support Engineer

Description:

We are seeking a 2nd line Support Engineer with strong generalist IT experience across applications, networking and infrastructure to join our technical support team. This role is ideal for a proactive IT professional who enjoys troubleshooting complex issues across networking, virtualisation, application and cloud environments, while supporting a busy enterprise infrastructure.

About the team

You will be part of a small but dedicated IT team based in either our London or Milton Keynes offices, supporting around 400 users mainly UK based, but with offices in France, Germany, Spain and Austria.

Whilst most of our team is in house, we also utilise external suppliers to provide support particularly around our WAN provision and increasingly our Cyber Security.

Responsibilities

In this role you will be part of a team actively engaging in Problem Management by ensuring that all end users affected are kept informed as to the progress of the problem, working on the problem using existing documentation and technical skills learnt in the role, and logging troubleshooting for future reference. All of this while ensuring that all documentation is updated and created where appropriate.

Day to day you will be responsible for all aspects of the IT landscape within the organisation including, but not be limited to:

• User hardware – a combination of HP and Dell laptops together with a mobile phone fleet 90% IOS with the remainder being Android
• LAN networks across the office networks utilising Meraki network hardware
• Printer fleet, colour MFP devices in all UK offices and arm’s length support of printers in non-UK offices
• Software support including but not limited to:
• Active Directory for user and device administration (On-premise & Cloud)
• Microsoft Windows Server administration (DFS, NTFS permissions, print queues etc.)
• Windows 11
• MacOS (desirable not essential)
• iOS & Android
• Microsoft 365
• Microsoft Defender for Office 365
• SIEM platform – experience dealing with issues raised by managed service provider.
• Intune for MDM and MAM
• Autopilot for Windows deployment
• Remote support using TeamViewer or similar.
• FreshService or other Helpdesk platform for incident and problem management.
• Experience managing VOIP systems for user creation and assigning phones.

Pipeline Projects include:

• Moving toward Cyber Essentials Plus accreditation
• Data governance using Purview and SharePoint Online
• Mobile fleet hardware replacements
• Network hardware upgrades. This may involve travel to branch offices in UK and Europe

What we are looking for

We welcome applicants that have proven experience working in a 2nd Line IT Support role (ideally within an enterprise environment) with strong troubleshooting skills across hardware, software, networking, and cloud-based platforms.

Technically, you’ll have an advanced understanding of LANs, WANs, firewalls, network switches and hands-on experience with Mobile Device Management (MDM) solutions, especially Azure and Intune.

You’ll also likely have:

• Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users,
• Proficiency in documenting processes and creating clear, user-friendly guides for both 1st and 2nd Line Support tasks,
• Ability to identify trends in incidents and service requests, and to streamline workflows for recurring issues,
• Strong organisational skills and the ability to prioritise tasks effectively to meet SLA targets.

What we offer

• 25 days holiday plus bank holidays
• Enhanced parental leave
• Life assurance
• Employee wellbeing assistance via Plumm
• Cycle to work scheme
• Eyecare vouchers