2nd Line IT Support Engineer – Hybrid/Remote in Maidstone

With over 30 years of expertise, Apogee transforms how organisations of every size and sector manage their IT – delivering everything they need through one seamless point of contact. As an independent subsidiary of HP Inc., we combine the agility of a specialist provider with the power of one of the world’s leading technology companies, giving our clients instant access to cutting-edge innovation backed by market-leading service operations.

As a 2nd Line Support Technician, you will be a vital escalation point within our tiered support model. You will work closely with our 1st Line teams and collaborate with the 3rd Line EUC specialists to resolve complex technical issues, support infrastructure improvements, and contribute to meaningful IT projects. This is a hands-on role where customer experience matters just as much as technical capability. You will help keep IT services running smoothly through proactive maintenance, careful change control, and clear documentation – all while building trusted relationships with public sector stakeholders.

What you will be doing:

• Acting as an escalation point for technical issues that cannot be resolved by 1st Line support
• Collaborating closely with 3rd Line teams on complex incidents, problem management, and projects
• Supporting and maintaining customer IT infrastructure, including regular patching and software updates
• Following robust change control processes and producing clear, accurate documentation
• Assisting with IT projects such as infrastructure changes, deployments, and client onboarding
• Providing professional support via phone, email, and self-service portals
• Accurately logging and updating tickets to meet agreed service level agreements (SLAs)
• Participating in an on-call rota, no more than one week in every four
• Investing in your own development through training, learning, and professional certifications

A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one-hour lunch break. This role also offers flexibility to work from home, typically two days per week for a five-day working week.

SKILLS AND EXPERIENCE REQUIRED

Essential experience and skills:

• Proven experience with Microsoft 365 and Azure, including Intune and Entra
• Strong understanding of End User Compute environments
• Experience supporting Windows 10 and Windows 11 devices at scale
• Confident working in Hybrid Active Directory environments
• A good general understanding of IT security best practice
• Microsoft Endpoint Manager (SCCM), task sequences, application packaging, and device management
• Public sector or large enterprise environments (5,000+ users)
• Microsoft Windows Server technologies – AD, Group Policy, DNS, DHCP, RDS
• Exchange Online and broader Microsoft 365 services
• Networking fundamentals including VLANs, routing, and WiFi
• Familiarity with Sophos, Meraki, or Ubiquiti technologies

We value candidates with AI literacy – individuals who are curious about technology, comfortable exploring automation, and eager to contribute to a modern, forward-thinking business.

BASIC DBS: This post is subject to a Basic Disclosure and Barring Service (DBS) check. Under the Rehabilitation of Offenders Act 1974, applicants are only required to disclose unspent convictions. Spent convictions do not need to be declared and will not be taken into account. We are committed to fair recruitment and welcome applications from all candidates, including those with criminal records, provided any unspent convictions are disclosed and assessed appropriately.

WHY JOIN APOGEE

At Apogee, our values – Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People and Flexibility – shape everything we do. They guide how we work with clients and colleagues, drive ethical practices and create an environment where you can grow, innovate and develop your career within a progressive, expanding organisation. We are looking for inspiring individuals who want to make a real impact in their careers and the world around them.

Diversity and inclusion are at the heart of our success. We know true innovation flourishes when people can be their authentic selves. As an Equal Opportunity Employer we welcome applications from all backgrounds, and we actively value different perspectives across age, gender, ethnicity, sexual orientation, disability, religion and belief. Your individuality drives our shared success, and we encourage you to bring your whole self to Apogee.

We support flexibility and accessibility. If flexible working is important to you, please include this alongside your salary expectations in your application so we can discuss it early in the process. If you have a disability or health condition and require adjustments during the recruitment process, please contact our Talent Team on 0345 300 9955 – we are committed to making your experience inclusive and accessible.

We are proud to support the Armed Forces community. We hold a Bronze Award in the Armed Forces Covenant and welcome applications from Reservists, Veterans, Cadet Force Adult Volunteers and military families.

Our award-winning customer service speaks for itself – take a look at our excellent Trustpilot reviews and our “Customer Experience Foundation Membership” accreditation.

Our application form is quick and easy – no need to repeat your entire CV! Apogee may close this advert early if enough applications are received, so we encourage you to apply promptly.