At a Glance
- Tasks: Deliver 2nd line IT support and troubleshoot across Microsoft 365, Windows, and Azure.
- Company: Join a dynamic IT support team in a fast-paced environment.
- Benefits: Starting salary of £32,000 plus up to £8,000 bonus and hybrid working.
- Other info: Enjoy industry training, personal development time, and an inclusive workplace.
- Why this job: Make a real impact while developing your skills in a supportive team.
- Qualifications: Experience in IT support with strong troubleshooting skills required.
The predicted salary is between 32000 - 32000 £ 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.
Job Overview
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
2nd Line IT Support Engineer (AWDO-P14801) in London) employer: AWD Online
Join a forward-thinking IT support team in London, where you will thrive in a hybrid working environment that promotes both personal and professional growth. With competitive salaries, performance-based bonuses, and access to industry-leading training resources, this role as a 2nd Line IT Support Engineer offers a unique opportunity to enhance your skills while contributing to a collaborative and inclusive workplace culture. Experience the satisfaction of delivering high-quality technical support and making a real impact within a dynamic managed services setting.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line IT Support Engineer (AWDO-P14801) in London)
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what AWD Online values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges AWD Online might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at AWD Online!
✨Direct Apply to AWD Online
Let's not forget to apply directly through the AWD Online website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 2nd Line IT Support Engineer (AWDO-P14801) in London)
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at AWD Online.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at AWD Online. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at AWD Online
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
