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For Companies At a Glance
- Tasks: Provide 2nd line technical support and troubleshoot issues in a fast-paced IT environment.
- Company: Join a large enterprise in London with a dynamic IT support team.
- Benefits: Competitive day rate, hands-on experience, and opportunities for skill development.
- Other info: Collaborative environment with a focus on continuous improvement and career growth.
- 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.
Role: 2nd Line Support Engineer (Contract)
Location: London, UK
Day Rate: £125 - £200 per day (Inside IR35)
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 in London employer: Digital Waffle
Contact Detail:
Digital Waffle Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support in 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 or even a referral.
✨Tip Number 2
Get ready for the interview! Brush up on your troubleshooting skills and be prepared to discuss specific scenarios where you resolved technical issues. We want to see how you think on your feet!
✨Tip Number 3
Show off your skills! If you have any relevant certifications or projects, make sure to highlight them during interviews. It’s all about proving you’ve got what it takes to handle those escalated incidents.
✨Tip Number 4
Apply through our website! We’re always on the lookout for talented individuals like you. Plus, applying directly can sometimes give you an edge over other candidates.
We think you need these skills to ace 2nd Line Support in 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 mentioning 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.
Show Off Your Technical Skills: When filling out 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 and problem-solving abilities!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss any important updates from us. 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 10/11 and Microsoft 365 applications like Outlook and Teams. Be ready to discuss specific troubleshooting scenarios you've handled in the past, as this will show your hands-on experience.
✨Familiarise Yourself with Active Directory
Since managing user accounts is a key part of the role, it’s essential to understand how Active Directory and Azure Active Directory work. Prepare to explain how you've used these tools in previous roles, especially in user administration and group management.
✨Showcase Your Problem-Solving Skills
Be prepared to walk through your approach to resolving escalated incidents. Think of examples where you diagnosed and fixed issues under pressure, and highlight your ability to maintain service quality while adhering to SLAs.
✨Demonstrate Continuous Improvement Mindset
Employers love candidates who are proactive about improving processes. Think of instances where you contributed to service improvement initiatives or streamlined support operations, and be ready to share those experiences during the interview.