At a Glance
- Tasks: Provide advanced technical support and troubleshoot complex IT issues for end-users.
- Company: Join a dynamic team in a leading tech environment focused on innovation.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for professional growth.
- Other info: Collaborative culture with mentorship opportunities and a focus on continuous learning.
- Why this job: Make a real difference by supporting critical systems and enhancing user experiences.
- Qualifications: Experience in IT support, strong problem-solving skills, and a passion for technology.
The predicted salary is between 30000 - 40000 £ per year.
The 2nd Line Support Engineer will act as an escalation point for complex technical issues, providing advanced troubleshooting, incident resolution, and operational support across end-user devices, applications, and infrastructure. The role combines technical depth with strong customer service and collaboration skills to ensure seamless IT operations and effective support for business-critical systems.
Key Responsibilities
- End-User and Infrastructure Support
- Provide 2nd line technical support across Windows, IOS and other mobile environments.
- Diagnose and resolve escalated incidents from the MSP helpdesk within SLA targets or internal escalations.
- Support the lifecycle management of IT assets, including laptops, mobile devices, printers, and peripherals.
- Assist in the setup, configuration, and maintenance of remote desktop and VPN solutions.
- Microsoft 365 and Azure Environment
- Support administration and troubleshooting within the Microsoft 365 ecosystem (Outlook, Teams, SharePoint, OneDrive).
- Manage user access and security through Azure Active Directory / Entra ID.
- Applications and Business Systems
- Provide technical support for core business systems including: Intapp Time, 3E, Emburse, iManage, Upper Sigma, and Introhive.
- Coordinate with vendors and internal teams for system updates, testing, and integrations.
- Cybersecurity & Compliance
- Monitor and maintain endpoint and email security tools such as Mimecast and Sentinel One (or equivalents).
- Collaborate with MSP, cyber partners and SOC to ensure a consistent proactive security posture.
- Support user awareness initiatives and ensure adherence to firmwide security policies.
- Project Delivery & Technical Initiatives
- Contribute to IT project implementations, testing, and post-deployment support as required.
- Participate in rollout of new applications and infrastructure improvements on an ongoing basis.
- Support automation and workflow optimisation initiatives (experience with the power platform will be beneficial).
- Familiarity with ChatGPT Enterprise, with solid understanding of prompting and custom GPTs.
- Act as a secondary point of contact for IT vendors and managed service providers.
- Assist the IT Supervisor with procurement, inventory tracking, and supplier liaison.
- Provide high-quality support and communication to end users and stakeholders.
- Mentor junior team members, including apprentices.
- Share technical knowledge and contribute to process improvement documentation.
Essential Technical Skills
- Windows 11 desktop support and configuration.
- VPN, remote desktop tools, and endpoint security management.
- Mimecast, Sentinel One (or comparable solutions).
- Active Directory and Group Policy management.
- iManage Work / Mobility / Archiving administration and support.
- Familiarity with Azure, Power Automate, and application deployment workflows.
- Familiarity with ChatGPT Enterprise and its use cases in a legal environment.
- Legal or professional services IT environment.
- Exposure to 3E, Intapp and iManage ecosystems.
- Mobile device management and experience.
- Basic networking concepts (DNS, DHCP, VPN, routing).
Attributes
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal skills.
- Proactive and collaborative approach to service delivery.
- Commitment to continual learning and development.
2nd Support Line Engineer employer: Fox Williams
As a 2nd Line Support Engineer, you will thrive in a dynamic work environment that prioritises employee growth and development. Our company fosters a collaborative culture where your technical expertise is valued, and you will have the opportunity to mentor junior team members while working on innovative IT projects. Located in a vibrant area, we offer competitive benefits, including flexible working arrangements and a commitment to maintaining a proactive security posture, ensuring you can contribute meaningfully to our business-critical systems.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Support Line Engineer
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Fox Williams values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Fox Williams might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Fox Williams!
✨Direct Apply to Fox Williams
Let's not forget to apply directly through the Fox Williams website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 2nd Support Line Engineer
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Fox Williams.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Fox Williams. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Fox Williams
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
