At a Glance
- Tasks: Provide expert support and maintain system stability in a dynamic retail environment.
- Company: A well-established retail organisation with a focus on growth and innovation.
- Benefits: Competitive day rate, hybrid work model, and potential for contract extension.
- Other info: Opportunity to mentor junior team members and contribute to exciting infrastructure projects.
- Why this job: Join a supportive team and make a real impact on IT projects.
- Qualifications: 5+ years in Microsoft 365 or Google Workspace administration and strong communication skills.
Inside IR35 ~ 6 month contract - likely extension/potential for temp-perm
Day Rate: DOE
Hybrid: 3-4 days a week onsite in White City/Shepherd's Bush
Our client, a well-established and growing retail organisation, is looking for an experienced 2nd Line Engineer to join their IT team on a long term contract, providing expert support and helping maintain the stability, security, and performance of their systems. Reporting to the Senior IT Manager, you'll be a key escalation point for 1st line support, get involved in infrastructure projects, and mentor junior team members.
Responsibilities
- Resolving complex issues escalated from 1st line within SLA, with clear user communication throughout
- Diagnosing software, hardware, and network issues, focused on root cause
- Escalating to 3rd line/vendors where needed, with proper handover
- Supporting server, network, and infrastructure installation, configuration, and maintenance
- Ensuring systems stay patched and secure
- Monitoring backups and resolving failures promptly
- Contributing to IT projects from planning to post-go-live support
- Maintaining clear documentation and identifying recurring issues for proactive fixes
Qualifications
- 5+ years' experience administering Microsoft 365 or Google Workspace (user lifecycle, licensing, policy configuration)
- Experience with Windows 11/macOS endpoint management (Intune, Jamf, or similar)
- Excellent stakeholder management and communication skills
- Experience delivering work to strict deadlines
- Strong documentation skills and a proactive, self-motivated approach
- Solid understanding of IT service delivery best practices
- A genuine focus on customer service
We think you need these skills to ace 2nd Line Support Engineer
2nd Line Support
Microsoft 365 Administration
Google Workspace Administration
Windows 11 Endpoint Management
macOS Endpoint Management
Intune
Jamf
