2nd Line Support

Role: 2nd Line Support Engineer
Location: London (Hybrid – 3 Days In-Office Weekly)
Salary: £38,000 - £42,000
Network IT are supporting a leading organisation seeking a 2nd Line Support Engineer to join their IT & Innovation function. This is an excellent opportunity for an experienced support professional who thrives in a customer‑focused environment and enjoys solving complex technical issues that go beyond 1st line capability.
You will play a key role in delivering high‑quality technical support across hardware, software, and network services, ensuring the organisation remains productive, secure, and resilient. The ideal candidate will bring strong troubleshooting skills, excellent communication, and a proactive, team‑oriented approach.
Role Overview
As a 2nd Line Support Engineer, you will be responsible for diagnosing, resolving, and documenting escalated IT issues, working closely with internal teams to minimise downtime and maintain an excellent user experience. You will support a broad technology stack (including M365, AD, InTune, remote management tools, and varied endpoint devices), while helping to drive continuous improvement across the support function.
The role includes both remote and in‑person support, participation in IT projects, knowledge‑base contribution, and maintaining service levels across all support interactions.
Key Responsibilities

• Provide advanced 2nd line technical support for escalated issues, ensuring timely and effective resolution.
• Diagnose and troubleshoot hardware, software, and network problems requiring deeper technical expertise.
• Deliver in‑person support where required, going directly to users to enhance the support experience.
• Install, upgrade, support, administer, and troubleshoot technologies provisioned by IT & Innovation, including supported third‑party products.
• Manage escalations appropriately, ensuring only well‑documented, fully‑investigated issues progress beyond 2nd line.
• Collaborate with IT teams and stakeholders to understand issues, provide solutions, and support IT‑related project activity.
• Produce clear, accurate documentation in tickets and knowledge‑base materials.
• Maintain SLAs and manage workload effectively in a customer‑focused environment.
• Support urgent and time‑critical IT tasks where necessary (e.g., VC support for board meetings).
• Contribute to continuous improvement by identifying recurring issues and supporting the enhancement of support processes.

Skills & Experience Required

• Experience in a 1st/2nd line support role.
• Strong troubleshooting capability across hardware, software, and networks.
• Experience with technologies such as M365, Active Directory, AVD, InTune, Android OS, mobile working, remote management tools, and modern endpoints.
• Excellent communication skills, able to explain technical issues to non‑technical users.
• Strong documentation skills, both in ticketing systems and knowledge‑base content.
• Ability to collaborate with teams, manage SLAs, and maintain strong working relationships.
• Understanding of data protection, cybersecurity, and regulatory compliance.
• Full driving licence and ability to travel efficiently where required.