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- Tasks: Provide 2nd line technical support and resolve escalated IT issues.
- Company: Join a dynamic IT support team in a large enterprise environment.
- Benefits: Competitive day rate, hands-on experience, and opportunities for growth.
- Other info: Fast-paced environment with a focus on continuous improvement.
- 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.
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 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 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 your hands dirty with some practical experience. If you can, set up a home lab to troubleshoot Windows 10/11 issues or play around with Microsoft 365 apps. This will not only boost your confidence but also give you real examples to discuss in interviews.
✨Tip Number 3
When you land that interview, be ready to showcase your problem-solving skills. Prepare some scenarios where you’ve successfully resolved technical issues, especially with Active Directory or Microsoft Intune. We love hearing about your hands-on experience!
✨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’re always on the lookout for passionate individuals who want to make a difference in IT support.
We think you need these skills to ace 2nd Line Support 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. We love a good story!
Show Off 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’re looking for someone who can hit the ground running, so let us know how you’ve used these technologies in past positions.
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 gives you a chance to explore more about what we do 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.
✨Familiarise Yourself with Active Directory
Since managing user accounts is a key part of the role, it’s essential to understand Active Directory and Azure Active Directory. Prepare to explain how you've used these tools in previous roles, especially in user administration and group management.
✨Demonstrate Your Problem-Solving Skills
Think of examples where you've resolved escalated incidents under pressure. Be ready to walk through your thought process and the steps you took to ensure timely resolutions, as this will highlight your ability to work within SLA timeframes.
✨Show Enthusiasm for Continuous Improvement
Employers love candidates who are proactive about service improvement. Come prepared with ideas or experiences where you contributed to enhancing IT support processes or user satisfaction, as this shows you're not just about fixing issues but also about making things better.