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- Tasks: Provide advanced IT support and troubleshoot complex issues in a fast-paced environment.
- Company: Join a dynamic team focused on delivering top-notch IT solutions.
- Benefits: Competitive salary, professional development, and opportunities for growth.
- Why this job: Make a real impact by solving challenging technical problems and improving service quality.
- Qualifications: 3-5 years in 2nd Line IT Support with strong troubleshooting skills.
- Other info: Collaborative culture with opportunities to work on exciting projects across multiple locations.
The predicted salary is between 38000 - 42000 £ per year.
We are seeking an experienced 2nd Line IT Support Engineer to provide advanced technical support across a fast-paced business environment. This role acts as an escalation point for 1st line support, taking ownership of complex incidents and ensuring issues are resolved efficiently with minimal disruption. You will play a key role in diagnosing root causes, resolving recurring problems, and supporting core infrastructure and business systems. Collaboration with the wider IT team is essential to maintain high service levels and continuously improve support operations.
Key Responsibilities
- Act as the escalation point for 1st line support, managing complex or unresolved issues through to resolution
- Perform advanced troubleshooting across desktop, server, network, and cloud environments
- Identify root causes of recurring issues and implement long-term fixes
- Administer and support Microsoft 365 services, including Exchange Online, Teams, SharePoint, and Intune
- Manage identity and access across Active Directory and Entra ID (Azure AD)
- Support Conditional Access, MFA, security policies, and endpoint management
- Manage devices via Intune, including enrolment, compliance, and deployment
- Troubleshoot networking issues (DNS, DHCP, VPN, and connectivity)
- Support Windows Server environments, file services, and basic virtualisation
- Collaborate with 3rd line engineers on escalations, projects, and infrastructure improvements
- Identify opportunities to improve service quality and automate repetitive tasks
- Maintain accurate documentation and contribute to the knowledge base
- Assist with software deployments, patching, and system updates
- Provide on-site and remote support across multiple locations as required
- Ensure all work is logged and tracked within the ticketing system
- Support helpdesk operations during peak periods, including ticket triage and escalation
- Participate in an out-of-hours support rota where required
- Travel between sites when necessary, sometimes at short notice
- Maintain endpoint and identity security controls, ensuring compliance with security policies
- Assist in identifying and resolving security-related incidents
Essential Skills & Experience
- 3-5 years' experience in a 2nd Line IT Support role
- Strong troubleshooting and problem-solving skills across a range of technologies
- Ability to take ownership of issues through to resolution, including root cause analysis
- Excellent communication skills, with the ability to engage technical and non-technical users
- Strong organisational and time management skills
- Full UK driving licence
Technical Expertise:
- Microsoft 365 administration (Exchange Online, Teams, SharePoint)
- Intune (device enrolment, compliance policies, deployment)
- Active Directory and Entra ID (Azure AD)
- Conditional Access, MFA, and endpoint security controls
- Windows 10, Windows 11, and Windows Server
- Networking fundamentals (DNS, DHCP, VPN, connectivity troubleshooting)
- Server infrastructure support (file services, permissions, basic virtualisation)
- Experience with ITSM / ticketing systems
Desirable Skills
- Experience in a multi-site environment
- Experience providing both on-site and remote support
- Exposure to warehouse or logistics environments
- Knowledge of virtualisation platforms (Hyper-V or VMware)
- Basic scripting skills (PowerShell)
- Exposure to Linux systems
- Relevant IT certifications (e.g., Microsoft, CompTIA)
2nd Line Support Engineer in Tamworth employer: Digital Waffle
Contact Detail:
Digital Waffle Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Engineer in Tamworth
✨Tip Number 1
Network, network, network! Get out there and connect with people in the industry. Attend local tech meetups or online webinars to meet potential employers and fellow IT pros. You never know who might have a lead on your next role!
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your troubleshooting successes and projects you've worked on. This gives you a chance to demonstrate your expertise beyond just a CV.
✨Tip Number 3
Don’t shy away from reaching out directly to companies you’re interested in. A quick email or LinkedIn message can go a long way. Express your enthusiasm for their work and ask if they have any upcoming opportunities.
✨Tip Number 4
Apply through our website! We’ve got loads of roles that might be perfect for you. Plus, applying directly shows your interest and can help you stand out from the crowd. Let’s get you that 2nd Line Support Engineer position!
We think you need these skills to ace 2nd Line Support Engineer in Tamworth
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 2nd Line IT Support Engineer role. Highlight your experience with Microsoft 365, troubleshooting skills, and any relevant certifications. We want to see how your background fits perfectly with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your skills can help us improve our support operations. Keep it concise but engaging – we love a good story!
Show Off Your Problem-Solving Skills: In your application, don’t shy away from showcasing your problem-solving abilities. Share specific examples of complex issues you've resolved in the past. We’re keen to see how you take ownership and tackle challenges head-on!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at Digital Waffle
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially around Microsoft 365, Active Directory, and networking fundamentals. Be ready to discuss specific troubleshooting scenarios you've faced and how you resolved them.
✨Showcase Your Problem-Solving Skills
Prepare examples of complex issues you've managed in the past. Highlight your approach to root cause analysis and how you implemented long-term fixes. This will demonstrate your ability to take ownership of problems.
✨Communicate Clearly
Practice explaining technical concepts in simple terms. You'll need to engage with both technical and non-technical users, so being able to communicate effectively is key. Consider role-playing with a friend to refine your delivery.
✨Be Ready to Collaborate
Since this role involves working closely with the wider IT team and 3rd line engineers, think of examples where you've successfully collaborated on projects or escalations. Emphasise your teamwork skills and willingness to contribute to service improvements.