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For Companies At a Glance
- Tasks: Provide 2nd line IT support and troubleshoot complex technical issues.
- Company: Established professional services organisation in London with a collaborative culture.
- Benefits: Competitive salary, hands-on experience, and opportunities for career growth.
- Why this job: Join a dynamic team and make a real impact on user experience.
- Qualifications: Experience in 2nd line IT support and strong communication skills.
- Other info: Fully onsite role with exposure to infrastructure projects and high-performing users.
The predicted salary is between 36000 - 60000 £ per year.
I’m working with a well-established professional services organisation in London that is looking to add a confident, hands-on 2nd Line IT Support Engineer to their growing IT team. This role is ideal for someone who already has solid support experience and is ready to take ownership of more complex technical issues, while still delivering an exceptional end-user experience. You’ll be supporting a high-performing, professional user base, so strong communication skills and a calm, service-focused approach are essential.
The Role
- You’ll act as a key escalation point within the support team, delivering high-quality technical support across the business.
- Providing primarily 2nd line support with some 1st line escalation where required.
- Acting as a professional and approachable point of contact for technical issues.
- Troubleshooting more complex Windows OS, desktop, and application issues.
- Supporting and administering Microsoft 365 environments.
- Managing Active Directory / Entra ID user accounts, permissions, and policies.
- Supporting Exchange Online and email-related troubleshooting.
- Handling device builds, deployments, hardware rollouts, and user migrations.
- Supporting mobile device management and handset setups.
- Assisting with IT infrastructure projects, upgrades, and system improvements.
- Working closely with senior engineers on escalated incidents and root cause analysis.
What We’re Looking For
- Proven experience in a 2nd line IT support role.
- Strong customer service and confident user-facing communication skills.
- Ability to remain calm and professional in a fast-paced environment.
- Solid troubleshooting experience with modern Windows environments.
- Good working knowledge of Microsoft 365 (Office apps, Exchange Online, Teams, SharePoint).
- Experience administering Active Directory / Entra ID.
- Experience supporting email systems and mail flow issues.
- Hands-on experience with laptop/desktop builds, migrations, and deployments.
Desirable (Nice to Have)
- Basic networking knowledge (DNS, DHCP, IP addressing, subnetting).
- Exposure to Microsoft Intune / Endpoint Manager / Conditional Access.
- Familiarity with email security & filtering tools (e.g. Mimecast, SPF, mail flow).
- Awareness of firewalls such as SonicWall or WatchGuard.
- Experience in multi-site or fast-moving professional environments.
This is a fully onsite role in London (5 days per week), supporting users directly in a highly professional, collaborative environment. Strong exposure to hands-on 2nd line technical work. Involvement in infrastructure and improvement projects. Opportunity to support a high-performing professional user base.
IT Support Engineer (2nd Line) - Onsite in London employer: Intellect Group
Contact Detail:
Intellect Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Engineer (2nd Line) - Onsite in London
✨Tip Number 1
Network, network, network! Get out there and connect with people in the industry. Attend meetups, tech events, or even online webinars. You never know who might have a lead on your next role!
✨Tip Number 2
Practice your interview skills! Mock interviews can help you feel more confident when discussing your experience. Focus on showcasing your troubleshooting skills and how you handle complex issues under pressure.
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, drop a quick thank-you email to express your appreciation. It keeps you fresh in their minds and shows your enthusiasm for the role.
✨Tip Number 4
Apply through our website! We’ve got loads of opportunities that might be perfect for you. Plus, it’s a great way to ensure your application gets seen by the right people.
We think you need these skills to ace IT Support Engineer (2nd Line) - Onsite in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your 2nd line IT support experience and showcases your troubleshooting skills. We want to see how you've handled complex technical issues in the past, so don’t hold back on those examples!
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 your strong customer service skills and how you stay calm under pressure – we love that!
Show Off Your Technical Skills: Be specific about your experience with Microsoft 365, Active Directory, and any other relevant tools. We’re looking for someone who can hit the ground running, so let us know what you bring to the table!
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 don’t miss out on any important updates from our team!
How to prepare for a job interview at Intellect Group
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows OS, Microsoft 365, and Active Directory. Be ready to discuss specific troubleshooting scenarios you've faced and how you resolved them. This will show that you're not just familiar with the tools but can also handle complex issues.
✨Show Off Your Customer Service Skills
Since this role requires strong communication skills, think of examples where you've provided exceptional customer service in a tech support context. Prepare to explain how you remain calm under pressure and how you ensure a positive user experience, even when dealing with challenging situations.
✨Prepare for Scenario-Based Questions
Expect questions that put you in real-life support scenarios. Practice articulating your thought process when troubleshooting issues or managing user expectations. This will demonstrate your problem-solving abilities and your approach to maintaining professionalism in a fast-paced environment.
✨Familiarise Yourself with the Company Culture
Research the organisation's values and work culture. Understanding their professional environment will help you tailor your responses to align with their expectations. It’s also a great way to show your enthusiasm for joining their team and contributing positively to their IT support efforts.
