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For Companies At a Glance
- Tasks: Provide 2nd line IT support and resolve technical issues in a fast-paced environment.
- Company: Join a large enterprise in London with a dynamic IT support team.
- Benefits: Competitive day rate, potential contract extension, and hands-on experience.
- Other info: Opportunity for continuous learning and career growth in a collaborative setting.
- Why this job: Make a real impact by ensuring smooth IT operations and supporting users.
- Qualifications: Experience in 2nd line support and strong knowledge of Microsoft technologies.
Location: London, UK
Day Rate: £125 – £200 per day (Inside IR35)
Contract Length: 3 months initially (could be extended)
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 Engineer - Contract in City of London employer: Digital Waffle
Contact Detail:
Digital Waffle Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Engineer - Contract in City of London
✨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 that might not even be advertised yet.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Make sure you can confidently discuss Windows 10/11, Microsoft 365, and Azure. We want you to shine when they ask about troubleshooting and incident resolution!
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you've tackled tricky issues in the past. This will demonstrate your hands-on experience and ability to handle escalated incidents effectively.
✨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 are proactive about their job search!
We think you need these skills to ace 2nd Line Support Engineer - Contract in City of London
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 including 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. Mention specific experiences that relate to troubleshooting and supporting end users, and show us your passion for IT support.
Showcase Your Technical Skills: In your application, make sure to highlight your hands-on experience with tools like Active Directory, Azure AD, and Microsoft Intune. We love seeing candidates who can demonstrate their technical prowess, so don’t hold back!
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 shows us you’re keen on joining our team at StudySmarter!
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, as this will show your hands-on experience and problem-solving skills.
✨Showcase Your Ticketing Experience
Since the role involves working in an SLA-driven, ticket-based environment, be prepared to talk about your experience with ticketing systems. Share examples of how you've managed incidents and ensured timely resolutions, highlighting your ability to work under pressure.
✨Demonstrate Your Communication Skills
As a 2nd Line Support Engineer, you'll need to communicate effectively with both end-users and 1st line support. Practice explaining technical issues in simple terms and be ready to discuss how you handle escalated incidents while maintaining a positive user experience.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that test your troubleshooting skills. Think of common issues related to Active Directory, Azure, and device management with Intune. Prepare to walk through your thought process and the steps you would take to resolve these issues.