At a Glance
- Tasks: Provide high-level 2nd line IT support and troubleshoot client issues.
- Company: Established IT services business in the West Midlands with a dynamic culture.
- Benefits: Competitive salary, career growth, and a customer-focused environment.
- Other info: Exciting opportunity for professional development in a supportive setting.
- Why this job: Join a growing team and elevate your IT support career.
- Qualifications: Experience in MSP environments and strong troubleshooting skills.
The predicted salary is between 24000 - 28000 £ per year.
Base pay range
Direct message the job poster from Harvey Nash
The 2nd Line IT Support Analyst provides high-quality technical support, handling escalations from 1st Line and resolving complex hardware, software, and infrastructure issues. This hybrid role involves working closely with IT colleagues and attending the office two to three days per week.
The position offers significant development opportunities in the cloud space, particularly with Azure, alongside involvement in service improvements, process refinement, and knowledge sharing. You’ll gain exposure to broader operational teams while building your technical expertise.
Key Responsibilities
- Provide high-quality second-line technical support, responding promptly and keeping users informed throughout the ticket lifecycle.
- Manage escalations from 1st Line Support, applying advanced troubleshooting skills to resolve issues involving hardware, software, and IT infrastructure.
- Escalate unresolved Incidents and Problems to engineering teams, ensuring all diagnostic steps are completed and well-documented.
- Deliver technical support both remotely and in person, including installing, configuring, and maintaining IT equipment and applications.
- Support and maintain IT assets such as PCs, laptops, printers, and other peripherals.
- Accurately log tickets and record resolutions within the service desk system.
- Work closely with 3rd line, infrastructure teams, and external suppliers on complex issues.
Skills/experience
- Previous experience in a 2nd Line Support role or similar technical support environment.
- Strong understanding of hardware, Windows operating systems (10/11), and commonly used software applications.
- Experience managing accounts and permissions via Active Directory and Entra ID.
- Proficient in using remote support tools and service desk ticketing systems.
- Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN connections.
Please apply!
Seniority level
- Mid‑Senior level
Employment type
- Full‑time
Job function
- Information Technology
Industries
- Staffing and Recruiting
Information Technology Support Engineer employer: Harvey Nash
Join a leading organisation that values continuous improvement and offers a collaborative work culture, where you will be part of a dedicated team enhancing a complex Dynamics 365 CE and Power Platform environment. With opportunities for professional growth and exposure to enterprise-scale solutions, this role is perfect for those looking to expand their consulting capabilities while working closely with experienced professionals in Birmingham and remotely. Enjoy the flexibility of remote work combined with the chance to make meaningful contributions to a large user base.
We think you need these skills to ace Information Technology Support Engineer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the role of Senior 2nd Line Engineer. Highlight your experience in a Managed Service Provider environment and showcase your skills with Active Directory, Microsoft Exchange, and other relevant technologies.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our team. Mention specific projects or experiences that relate to the responsibilities listed in the job description.
Showcase Your Problem-Solving Skills:As an IT Support Engineer, problem-solving is key. In your application, include examples of how you've tackled technical challenges in the past. This will show us you have the right mindset for the role.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates directly from us. Plus, it’s super easy!
How to prepare for a job interview at Harvey Nash
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Active Directory, Group Policy, and Microsoft Exchange. Be ready to discuss specific scenarios where you've used these technologies in a previous role, especially in a Managed Service Provider environment.
✨Showcase Your Problem-Solving Skills
Prepare to share examples of how you've tackled complex technical issues. Think about times when you had to troubleshoot under pressure and how you approached the problem. This will demonstrate your ability to handle the responsibilities of a Senior 2nd Line Engineer.
✨Familiarise Yourself with the Company
Research the IT services business you're interviewing with. Understand their client base, the types of projects they handle, and their company culture. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Ask Insightful Questions
Prepare a few thoughtful questions to ask at the end of the interview. Inquire about their current projects, team dynamics, or future technology plans. This not only shows your enthusiasm but also helps you gauge if the company is the right fit for you.
