IT Support Engineer - 2Nd / 3Rd Line Support

IT Support - 2nd / 3rd line

• DV cleared - current active clearance is essential
• Sole British national - due to nature of the project
• ON site in Reading
• 6 months +
• Inside IR35
• £80 - £87 ph

We are currently recruiting an experienced IT Support Engineer to join an onsite end-user support team within a large, secure and business-critical environment.

This is a hands-on, all-round IT support role operating primarily at 2nd Line, with exposure to 3rd Line activities. You will be responsible for resolving escalated technical issues, supporting end users and maintaining a wide range of IT equipment and services.

The role offers plenty of variety, covering desktop and laptop support, hardware break/fix, Windows 10/11, Microsoft 365, Active Directory, managed print, conference room technology and VIP support.

We are looking for a technically capable and customer-focused IT generalist who enjoys troubleshooting, takes ownership of issues and is confident working in a fast-paced, secure enterprise environment.

Key Responsibilities

• Take ownership of 2nd Line incidents and service requests, ensuring timely resolution within agreed SLAs.
• Provide hands-on laptop, desktop and peripheral support, including hardware break/fix, repairs, rebuilds and device replacements.
• Build, configure and deploy new and refurbished IT equipment.
• Troubleshoot Windows 10/11, Microsoft 365, endpoint encryption, BitLocker, drivers and user profile issues.
• Perform day-to-day Active Directory administration, including user accounts, groups, passwords and account lockouts.
• Support HP multifunction printers and managed print services.
• Provide walk-up support through the onsite Tech Bar, including new starter setups and loan equipment.
• Support conference room and AV technology, including VIP users and senior stakeholders.
• Carry out basic network troubleshooting, CAT5 and fibre patching, and connectivity checks.
• Assist infrastructure teams with first-level server and infrastructure checks, escalating more complex issues where required.
• Maintain accurate asset records, support device refresh programmes and contribute to knowledge documentation.
• Work with third-party suppliers, providing hands-and-eyes support and clear technical diagnostics when escalating issues.

Essential Skills & Experience

• Experience working within an IT Service Desk, Desktop Support or IT Support environment in a medium or large enterprise.
• Previous 2nd Line IT support experience, although strong 1st Line engineers looking to progress will also be considered.
• Hands-on hardware troubleshooting and break/fix experience with enterprise devices (HP, Lenovo or Dell).
• Strong knowledge of Windows 10/11 and Microsoft 365.
• Experience with device builds, imaging, drivers, BitLocker and software troubleshooting.
• Practical Active Directory administration experience and an understanding of Group Policy.
• Experience supporting HP multifunction printers.
• Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi and VPN.
• Basic understanding of Windows Server and file and print services.
• Familiarity with ITIL processes, incident management, SLAs and ITSM tools such as ServiceNow.
• Excellent communication and customer service skills, with confidence supporting senior and VIP users.
• Must hold current, valid DV Security Clearance.
• Must be a Sole British National.

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