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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 diverse and inclusive tech company focused on collaboration and service excellence.
- Benefits: Competitive salary, career growth opportunities, and support for certifications.
- Other info: Work with modern technologies and enjoy a supportive team culture.
- 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 required.
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
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 - Service Desk 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 - Service Desk in London
✨Tip Number 1
Network, network, network! Reach out to your connections in the IT world, especially those who work in service desk roles. A friendly chat can lead to insider info about job openings that might not even be advertised yet.
✨Tip Number 2
Prepare for technical interviews by brushing up on your troubleshooting skills. Practice common scenarios you might face as a 2nd Line IT Support Engineer, and be ready to demonstrate your problem-solving approach during the interview.
✨Tip Number 3
Showcase your soft skills! Communication and customer service are key in this role. Be prepared to share examples of how you've effectively communicated with users or resolved conflicts in past support situations.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing candidates who take the initiative. Plus, it gives us a chance to see your enthusiasm for joining our team directly.
We think you need these skills to ace 2nd Line IT Support Engineer - Service Desk in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in IT support, especially with desktop and network environments. We want to see how your skills match the role, 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 proactive approach can benefit 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 these qualifications and they’ll definitely catch our eye!
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!
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.
✨Showcase Your Problem-Solving Skills
Prepare to share examples of how you've resolved escalated incidents. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your analytical skills.
✨Familiarise Yourself with the Company
Research the company’s IT environment and any recent projects or technologies they’ve implemented. This shows your genuine interest and helps you tailor your responses to align with their needs.
✨Practice Your Communication Skills
As a 2nd Line IT Support Engineer, you'll need to communicate complex technical issues clearly. Practice explaining technical concepts in simple terms, as if you were talking to someone without a tech background.