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For Companies At a Glance
- Tasks: Provide advanced IT support and troubleshoot technical issues for users.
- Company: Join a dynamic team in a collaborative tech environment.
- Benefits: Competitive salary, career growth opportunities, and certification support.
- Other info: Work with modern technologies and enjoy a diverse workplace.
- Why this job: Make a real impact by solving complex IT challenges every day.
- 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
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 Support Service Desk Engineer 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 Support Service Desk Engineer in London
✨Tip Number 1
Network, network, network! Reach out to your connections in the IT world and let them know you're on the hunt for a 2nd Line Support Engineer role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those tricky technical interviews! Brush up on your troubleshooting skills and be ready to demonstrate your knowledge of Windows systems, networking fundamentals, and Microsoft 365. We want to see how you tackle real-world problems, so practice explaining your thought process.
✨Tip Number 3
Don’t forget to showcase your soft skills! Communication and customer service are key in this role. Be ready to share examples of how you've effectively communicated with users or resolved conflicts in past support roles.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to connect directly with us. Let’s get you that 2nd Line Support Engineer position!
We think you need these skills to ace 2nd Line Support Service Desk Engineer in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in IT support, especially with 2nd 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 great fit for our team. Remember, we love a proactive approach!
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!
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!
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, highlighting your analytical skills and proactive approach.
✨Familiarise Yourself with the Company’s Tools
If the company uses specific tools like Active Directory or ticketing systems, make sure you understand how they work. Mention any relevant experience you have with these tools during the interview to show you're ready to hit the ground running.
✨Communicate Clearly and Confidently
Since this role involves a lot of customer interaction, practice explaining technical concepts in simple terms. Good communication can set you apart, so be sure to demonstrate your ability to connect with users and colleagues alike.