Second Line Support Engineer in Birmingham

Job Title: 2nd Line IT Support Engineer

Location: Birmingham

Salary: £35k – £40k

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