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- 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, potential contract extension, and hands-on experience.
- Other info: Opportunity for continuous service 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.
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 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 London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend meetups, webinars, or even just grab a coffee with someone who works in IT support. You never know who might have a lead on your next role!
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, be ready to discuss specific examples of how you've tackled 2nd line support issues. Highlight your experience with Windows 10/11 and Microsoft 365 to really impress them.
✨Tip Number 3
Don’t forget to follow up! After an interview or networking event, shoot a quick thank-you email. It shows you're keen and keeps you fresh in their minds. Plus, it’s a great opportunity to reiterate your interest in the role.
✨Tip Number 4
Apply through our website! We’ve got loads of opportunities that might be perfect for you. Plus, applying directly can sometimes give you a better shot at landing that interview. So, don’t hesitate – check us out!
We think you need these skills to ace 2nd Line Support Engineer - Contract 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 fits 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. Mention specific experiences that relate to the job description, especially around troubleshooting and user support. We love a good story!
Show Off Your Technical Skills: In your application, make sure to highlight your technical expertise, especially with Active Directory, Azure, and Intune. We’re looking for someone who can hit the ground running, so let us know how you’ve used these tools in past roles.
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 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 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.
✨Showcase Your Problem-Solving Skills
Prepare to share examples of how you've resolved escalated incidents in a timely manner. Think about situations where you had to manage user accounts in Active Directory or troubleshoot issues with Microsoft Intune, and be ready to explain your thought process.
✨Familiarise Yourself with SLAs
Since this role is SLA-driven, it’s crucial to understand what SLAs are and how they impact your work. Be prepared to discuss how you’ve met or exceeded SLAs in previous roles, and how you prioritise tasks to ensure timely resolutions.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the tools they use for ticket management, or how they approach continuous service improvement. This shows your genuine interest in the role and helps you gauge if it's the right fit for you.