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For Companies At a Glance
- Tasks: Provide advanced IT support and troubleshoot technical issues in a dynamic environment.
- Company: Join a forward-thinking company that values collaboration and innovation.
- Benefits: Competitive salary, career growth opportunities, and support for certifications.
- Other info: Work with modern technologies and enjoy a diverse, inclusive workplace.
- Why this job: Make a real impact by solving complex IT challenges and enhancing user experiences.
- Qualifications: Degree in IT or related field with 2-4 years of support experience.
The predicted salary is between 30000 - 40000 £ per year.
We are seeking a skilled and customer-focused 2nd Line IT Support Engineer to provide advanced technical support across desktop, infrastructure, and network environments. This role focuses on resolving escalated issues from first-line support, maintaining system performance, and ensuring high levels of service delivery. The ideal candidate brings strong troubleshooting expertise, technical knowledge, and a proactive approach to support operations.
Key Responsibilities
- Provide second-line technical support for hardware, software, network, and system-related issues
- Troubleshoot and resolve escalated incidents within agreed SLAs
- Support and maintain desktops, laptops, printers, and mobile devices
- Manage user accounts, permissions, and group policies using Active Directory
- Support Microsoft 365 services and enterprise applications
- Perform system upgrades, patching, and routine maintenance activities
- Assist with network troubleshooting (DNS, DHCP, VPN, TCP/IP)
- Document incidents, resolutions, and technical procedures
- Collaborate with infrastructure and third-line support teams when required
Required Qualifications
- Bachelor’s degree or diploma in Information Technology, Computer Science, or a related field
- Minimum 2–4+ years of experience in IT support or service desk environments
- Strong knowledge of Windows operating systems and end-user computing environments
- Experience with ticketing systems and IT service management processes
- Good understanding of networking fundamentals and troubleshooting
- Excellent analytical, problem-solving, and communication skills
- Mandatory Certification (at least one): CompTIA A+, CompTIA Network+, Microsoft Certified: Modern Desktop Administrator Associate, ITIL Foundation
Preferred Qualifications
- Familiarity with endpoint management tools such as Microsoft Intune or SCCM
- Exposure to cloud environments such as Microsoft Azure
- Experience in enterprise or managed service environments
- Basic scripting knowledge (PowerShell or similar)
- Understanding of cybersecurity and endpoint protection tools
Skills
- Technical Troubleshooting & Incident Resolution
- Desktop & End User Support
- Microsoft 365 & Active Directory Administration
- Networking Fundamentals
- Communication & Customer Service
What We Offer
- Competitive, market-aligned compensation
- Opportunity to work in enterprise IT environments
- Career growth and certification support
- Exposure to modern infrastructure and cloud technologies
- Collaborative and service-focused work culture
Equal Opportunity Statement
We are an equal opportunity employer. We are committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration without regard to race, religion, gender, age, disability, or any other protected status.
2nd Line IT Support Engineer (Certified) in London employer: Fortray Global Service Limited
Contact Detail:
Fortray Global Service Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line IT Support Engineer (Certified) in London
✨Tip Number 1
Network, network, network! Get out there and connect with people in the IT industry. Attend meetups, webinars, or even local tech events. You never know who might have a lead on your next role!
✨Tip Number 2
Don’t just apply and wait! Follow up on your applications. A quick email or call can show your enthusiasm and keep you on their radar. We love seeing candidates who take initiative!
✨Tip Number 3
Prepare for interviews by brushing up on common technical questions related to 2nd Line Support. Practice explaining your troubleshooting process clearly and confidently. We want to see how you think on your feet!
✨Tip Number 4
Make sure to showcase your certifications and relevant experience during interviews. Highlight how your skills align with the job description. And remember, applying through our website gives you a better chance of being noticed!
We think you need these skills to ace 2nd Line IT Support Engineer (Certified) in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in IT support, especially with second-line issues. We want to see how your skills match the job description, so don’t be shy about showcasing your troubleshooting expertise!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about IT support and how your background makes you a perfect fit for our team. Keep it friendly and professional – we love a good story!
Show Off Your Certifications: If you've got any of the mandatory certifications like CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Associate, make sure they’re front and centre. We value those qualifications and they can really set you apart from the crowd!
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’s super easy – just follow the prompts and you’ll be all set!
How to prepare for a job interview at Fortray Global Service Limited
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows operating systems, networking fundamentals, and Microsoft 365 services. Be ready to discuss specific troubleshooting scenarios you've encountered in the past and how you resolved them.
✨Showcase Your Customer Service Skills
As a 2nd Line IT Support Engineer, you'll be dealing with escalated issues from first-line support. Prepare examples of how you've effectively communicated with users and resolved their concerns. Highlight your ability to remain calm under pressure and provide excellent service.
✨Familiarise Yourself with the Company’s Tools
Research the tools and technologies the company uses, such as Active Directory, ticketing systems, and endpoint management tools like Microsoft Intune. If you have experience with these, be sure to mention it during the interview.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that test your problem-solving skills. Think about common issues you might encounter in this role and how you would approach resolving them. Practising these scenarios can help you articulate your thought process clearly.