At a Glance
- Tasks: Provide 2nd line IT support and troubleshoot technical issues in a dynamic environment.
- Company: Join a large enterprise in London with a fast-paced IT support team.
- Benefits: Competitive day rate, hands-on experience, and opportunities for skill development.
- Other info: Great opportunity for career growth in a collaborative tech environment.
- Why this job: Make a real impact by resolving technical issues and supporting users daily.
- Qualifications: Experience in 2nd line support and strong knowledge of Microsoft technologies.
The predicted salary is between 30000 - 48000 € per year.
Is this the role you are looking for? If so, read on for more details, and make sure to apply today.
Location: London, UK
Day Rate: £125 - £200 per day (Inside IR35)
Contract Role Overview
We're looking for an experienced 2nd Line Support Engineer to join a fast-paced IT support function within a large enterprise environment in London. This is a hands-on technical role supporting end users and resolving escalated incidents across a modern Microsoft-based environment. You'll be responsible for ensuring smooth day-to-day IT operations, maintaining service quality, and delivering timely resolution to technical issues.
Key Responsibilities
- Provide 2nd line technical support across hardware, software, and end-user issues
- Troubleshoot and resolve Windows 10/11 operating system issues
- Support Microsoft 365 (O365) applications including Outlook, Teams, OneDrive, SharePoint
- Manage user and group administration via Active Directory and Azure Active Directory (Entra ID)
- Provide support across Microsoft Azure services where applicable (identity, access, user/admin issues)
- Manage and support devices using Microsoft Intune (device management, policies, compliance, troubleshooting)
- Handle escalated incidents and ensure resolution within agreed SLA timeframes
- Support onboarding and offboarding of users, including account setup and access provisioning
- Diagnose and resolve issues with laptops, desktops, and peripherals
- Work closely with 1st line support to resolve escalated incidents
- Maintain accurate ticket documentation and technical records
- Contribute to continuous service improvement initiatives
Required Experience
- Proven experience in a 2nd line IT support role
- Strong knowledge of Windows 10/11
- Excellent experience supporting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- Strong working knowledge of Active Directory and Azure Active Directory (Entra ID)
- Hands-on experience with Microsoft Intune (endpoint management, device compliance, policies)
- Good understanding of Microsoft Azure fundamentals
- Experience troubleshooting hardware, software, and endpoint issues
- Experience working in an SLA-driven, ticket-based environment
- Basic understanding of networking (DNS, DHCP, connectivity issues)
2nd Line Support employer: Digital Waffle
Join a dynamic and innovative team as a 2nd Line Support Engineer in London, where you'll thrive in a collaborative work culture that values technical expertise and continuous learning. With competitive day rates and opportunities for professional growth within a large enterprise environment, you'll play a crucial role in ensuring seamless IT operations while enjoying the vibrant atmosphere of one of the world's most exciting cities.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work in 2nd line support. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the technical interview! Brush up on your Windows 10/11 troubleshooting skills and be ready to demonstrate your knowledge of Microsoft 365 applications. We want to see you shine!
✨Tip Number 3
Showcase your problem-solving skills! During interviews, share specific examples of how you've resolved escalated incidents in the past. This will highlight your hands-on experience and ability to handle pressure.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace 2nd Line Support
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in 2nd line support and showcases your skills with Windows 10/11 and Microsoft 365. We want to see how your background aligns with the role, so don’t be shy about emphasising relevant projects or achievements!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for our team. Share specific examples of how you've tackled technical issues and contributed to service improvements in previous roles. We love a good story!
Show Off Your Technical Skills:In your application, make sure to mention your hands-on experience with tools like Active Directory, Azure AD, and Microsoft Intune. We’re looking for someone who can hit the ground running, so let us know how you’ve used these technologies in past positions.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at Digital Waffle
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows 10/11 and Microsoft 365 applications. Be ready to discuss specific troubleshooting scenarios you've encountered in the past, as this will show your hands-on experience and problem-solving skills.
✨Showcase Your Ticketing Experience
Since this role involves working in an SLA-driven, ticket-based environment, be prepared to talk about your experience with ticketing systems. Highlight how you've managed incidents, maintained documentation, and ensured timely resolutions in previous roles.
✨Demonstrate Your Team Spirit
Collaboration is key in IT support. Share examples of how you've worked closely with 1st line support or other teams to resolve escalated incidents. This will illustrate your ability to communicate effectively and contribute to a smooth workflow.
✨Prepare for Scenario Questions
Expect scenario-based questions that test your troubleshooting skills. Think of common issues related to Active Directory, Azure, and device management. Practising these scenarios will help you articulate your thought process during the interview.
