At a Glance
- Tasks: Deliver 2nd line IT support and troubleshoot complex issues in a dynamic environment.
- Company: Join a fast-paced IT support team with a focus on innovation and collaboration.
- Benefits: Enjoy hybrid working, performance bonuses, and industry-leading training opportunities.
- Other info: Great career growth potential and a supportive, inclusive workplace culture.
- Why this job: Make a real impact by supporting cutting-edge Microsoft technologies and cloud services.
- Qualifications: Experience in IT support, strong troubleshooting skills, and knowledge of Microsoft environments.
The predicted salary is between 32000 - 40000 € per year.
Join a dynamic IT support environment delivering 2nd line technical support, troubleshooting and cloud services support across Microsoft 365, Windows and Azure. This role offers hybrid working and strong career development within a managed services setting.
We have a fantastic new job opportunity for a 2nd Line IT Support Engineer to join a fast-paced IT support team delivering high-quality technical support and customer service. As a 2nd Line IT Support Engineer you will act as an escalation point for complex issues, supporting Microsoft environments including Windows, Microsoft 365 and Azure cloud services. You will also contribute to service desk operations, ensuring incidents are resolved efficiently. The 2nd Line IT Support Engineer will collaborate with colleagues, provide VIP support, assist with field engineering tasks and contribute to continuous improvement initiatives within a structured ITIL environment.
DUTIES
- Incident Management: Log, investigate and resolve technical incidents and service requests via phone, email and live chat
- Escalation Handling: Take ownership of complex issues escalated from 1st Line support
- Microsoft Support: Provide support across Windows 10/11, Microsoft 365, Entra ID, Active Directory, Intune and Autopilot
- Cloud Administration: Assist with Azure services, DNS, DHCP and infrastructure monitoring tools
- Onboarding Support: Configure devices, user accounts and access permissions for new starters
- Vendor Liaison: Work with third-party suppliers to resolve application and system issues
- SLA Management: Manage priority tickets and ensure delivery within agreed service levels
- Documentation: Maintain accurate records, updates and technical documentation
- VIP Support: Deliver high-quality support to senior stakeholders
- Field Support: Provide onsite support when required and cover field engineer absence
- Team Collaboration: Support colleagues and contribute to a positive, solution-focused team environment
CANDIDATE REQUIREMENTS
- Previous experience in a 2nd line or technical support role within an IT helpdesk or service desk environment
- Strong troubleshooting skills across Microsoft Windows, Microsoft 365 and cloud technologies
- Experience with Azure administration, Active Directory and endpoint management tools
- Knowledge of ITIL processes and incident management best practice
- Ability to manage multiple priorities and work to SLAs
- Excellent communication and customer service skills
- Experience providing remote, onsite and user-facing support
- Strong problem-solving and critical thinking ability
- A proactive approach to continuous improvement and professional development
BENEFITS
- Performance based bonus (up to £8,000)
- Hybrid working (two days working from home)
- Industry renowned training and certifications (sponsored)
- Personal development time with access to Pluralsight training platform
- Discretionary company sick pay
- 23 days’ holiday plus Bank Holidays, increasing with length of service
- Day off on your birthday
- Inclusive working environment
- And more!
2nd Line IT Support Engineer employer: AWD online
Join a forward-thinking IT support team that values your growth and well-being, offering a hybrid working model that allows you to balance your professional and personal life. With competitive salaries, performance-based bonuses, and access to industry-leading training resources, this role as a 2nd Line IT Support Engineer in London not only provides a platform for career advancement but also fosters a collaborative and inclusive work culture where your contributions are recognised and valued.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line IT Support Engineer
✨Tip Number 1
Get your tech skills sharp! Brush up on your troubleshooting techniques for Microsoft 365, Windows, and Azure. We want to see you confidently tackle those tricky issues during interviews.
✨Tip Number 2
Practice makes perfect! Take some time to complete online tests related to IT support. This will not only prepare you for our assessment but also boost your confidence when facing real-world scenarios.
✨Tip Number 3
Network like a pro! Connect with other IT professionals on platforms like LinkedIn. Engaging with the community can lead to valuable insights and even job referrals that might just land you that dream role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to reach out directly.
We think you need these skills to ace 2nd Line IT Support Engineer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience with Microsoft 365, Windows, and Azure. We want to see how your skills match the role, so don’t be shy about showcasing your troubleshooting prowess!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Tell us why you’re passionate about IT support and how you can contribute to our team. Keep it friendly and professional – we love a good story!
Prepare for the Online Test:Don’t forget about the online test! Brush up on your technical knowledge and problem-solving skills. It’s a great way for us to see how you stack up against other applicants.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s quick and easy, and you’ll get all the info you need about the role and our awesome benefits!
How to prepare for a job interview at AWD online
✨Master the Basics of Microsoft Support
Make sure you brush up on your knowledge of Windows 10/11, Microsoft 365, and Azure. Be prepared to discuss specific troubleshooting scenarios you've encountered in these environments. This will show that you not only understand the tools but can also apply them effectively.
✨Show Off Your Problem-Solving Skills
Prepare to share examples of complex issues you've resolved in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help demonstrate your critical thinking and problem-solving abilities, which are crucial for a 2nd Line IT Support Engineer.
✨Familiarise Yourself with ITIL Processes
Since this role involves working within an ITIL framework, it’s essential to understand incident management best practices. Brush up on how you’ve applied ITIL principles in past experiences, as this will highlight your ability to manage incidents efficiently.
✨Prepare for the Online Test
Don’t forget about the online test! Take some time to practice relevant technical questions and scenarios that may come up. This is your chance to stand out from other applicants, so make sure you’re well-prepared to reach that pass mark.
