At a Glance
- Tasks: Provide top-notch IT support and troubleshoot technical issues for our team.
- Company: Join a dynamic tech team in Birmingham with a passion for innovation.
- Benefits: Enjoy a competitive salary, professional development, and certification opportunities.
- Other info: Be part of a collaborative environment with great career growth potential.
- Why this job: Make a real impact by solving problems and supporting users every day.
- Qualifications: Experience in 2nd line support and strong communication skills are essential.
The predicted salary is between 29000 - 35000 £ per year.
We are looking for a 2nd Line IT Support Engineer to join a dynamic team and provide exceptional technical support across our organisation. The ideal candidate will come from an existing 2nd line role within an organisation or MSP. They should be organised, excellent communicators, and have a genuine passion for IT.
Key Responsibilities
- Deliver 2nd line support for hardware, software, and network issues
- Troubleshoot and resolve escalated tickets from 1st line support
- Escalate tickets to 3rd line where necessary
- Manage Active Directory, EntraID, Office 365, and Windows environments
- Support end-users with remote and on-site assistance
- Maintain accurate documentation and contribute to knowledge base articles
- Assist with IT projects, system upgrades, and deployments
Skills & Experience
- Proven experience in a 2nd line IT support role
- Strong knowledge of Windows OS, Microsoft 365, and networking fundamentals
- Familiarity with ITIL processes and ticketing systems
- Knowledge of engineering software (Autodesk products, etc.)
- Excellent communication and problem-solving skills
- Ability to work independently and as part of a team
- Full UK driving licence (essential)
Desirable
- Experience with virtualization (Hyper‑V)
- Experience with Desktop Management and ticketing systems (Ivanti)
- Knowledge of cloud technologies (Azure/Egnyte)
- Relevant certifications (CompTIA, Microsoft)
Benefits
- Competitive salary and benefits package
- Opportunities for professional development and certification
2nd Line IT Support Engineer in Birmingham employer: Digital Waffle
Join our vibrant team in Birmingham as a 2nd Line IT Support Engineer, where you'll not only provide exceptional technical support but also thrive in a culture that values collaboration and innovation. We offer a competitive salary alongside a comprehensive benefits package, with ample opportunities for professional development and certification to help you grow your career in the ever-evolving IT landscape. Experience the unique advantage of working in a dynamic environment that encourages creativity and problem-solving, making every day rewarding and meaningful.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line IT Support Engineer in Birmingham
✨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 interview by brushing up on common technical questions related to Windows OS and Microsoft 365. We all know that confidence is key, so practice explaining your troubleshooting process clearly and concisely.
✨Tip Number 3
Show off your passion for IT! During interviews, share examples of how you've gone above and beyond in previous roles. Whether it’s a tricky ticket you resolved or a project you contributed to, let your enthusiasm shine through.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace 2nd Line IT Support Engineer in Birmingham
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 OS, Microsoft 365, and networking. We want to see how your background aligns with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Tell us why you're passionate about IT and how your previous roles have prepared you for this position. Keep it engaging and relevant to the job description.
Show Off Your Communication Skills:As excellent communication is key for this role, make sure your application reflects that. Use clear and concise language, and don’t hesitate to showcase any experience you have in troubleshooting and supporting end-users.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
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 OS, Microsoft 365, and networking fundamentals. Be ready to discuss specific troubleshooting scenarios you've handled in the past, as this will show your practical experience and problem-solving skills.
✨Show Off Your Communication Skills
As a 2nd Line IT Support Engineer, you'll need to communicate effectively with both technical and non-technical users. Practice explaining complex concepts in simple terms, and be prepared to demonstrate how you've successfully resolved issues while keeping users informed.
✨Familiarise Yourself with ITIL and Ticketing Systems
Since familiarity with ITIL processes and ticketing systems is key, make sure you understand how these frameworks work. Be ready to discuss your experience with any specific systems you've used, like Ivanti, and how you've contributed to maintaining accurate documentation.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that test your troubleshooting abilities. Think of examples where you've escalated tickets or managed Active Directory and Office 365 environments. This will help you showcase your hands-on experience and ability to think on your feet.
