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- Tasks: Own escalated incidents and resolve complex IT issues for Oak Furnitureland.
- Company: Join Oak Furnitureland, a leading furniture manufacturer with a vibrant team culture.
- Benefits: Enjoy flexible working hours, corporate perks, and time off in lieu for Saturday shifts.
- Why this job: Be part of a dynamic team, solve real-world problems, and enhance your tech skills.
- Qualifications: Experience in 2nd Line support, strong knowledge of Windows and networking required.
- Other info: Opportunity to mentor others and work on exciting projects across multiple sites.
The predicted salary is between 36000 - 60000 £ per year.
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Overview
The 2nd Line Support Engineer owns escalated incidents and complex service requests for Oak Furnitureland’s head office, showrooms and depots. The role diagnoses and resolves workstation, server, network and cloud issues, performs root-cause analysis, delivers permanent fixes and feeds back solutions to the Service Desk. It also undertakes selected third-line tasks such as Intune policy deployment; Microsoft 365 tenant configuration and vulnerability remediation agreed with the Cyber-Security team. This role includes Saturday morning cover on a rota basis (half-day about once every four weeks) with time off in lieu.
Responsibilities
- Take ownership of tickets escalated from 1st Line, assessing business impact and setting realistic resolution targets.
- Investigate and resolve complex client issues including OS rebuilds, hardware swaps, driver conflicts and specialist application faults.
- Support core infrastructure – Active Directory, Windows Server, network switches, Wi-Fi, VPN, backups – applying approved configuration changes and patches.
- Implement and troubleshoot Microsoft 365 services, Intune device profiles, conditional-access policies and basic Sentinel alert actions in line with guidance from the Cyber-Security team.
- Perform root-cause analysis, document permanent fixes and publish concise technical notes for the Service Desk knowledge base.
- Software Licence Management.
- IT asset lifecycle management including procurement and disposal.
- Provide occasional on-site assistance for showroom, depot and project work such as cabling, hardware installs and network upgrades when required.
- Run daily backup, disk-space and alert checks, logging exceptions and raising follow-up actions.
- Mentor 1st Line analysts, sharing technical expertise and helping them increase first time-fix rates.
- Participate in the Saturday support rota (about one in four) and provide 1st Line cover during absence or peak demand, with time off in lieu as agreed.
- Raise vendor support cases and liaise with third parties when issues cannot be resolved internally.
Skills and Experience
- Analytical thinker who enjoys deep technical troubleshooting and delivering lasting solutions.
- Clear communicator who can translate complex findings for non-technical colleagues.
- Self-starter who prioritises workload effectively and follows through to closure.
- Collaborative team member who coaches others and documents fixes for future use.
- Security-minded engineer who applies best practice and respects change-control processes.
- Proven experience in a 2nd Line (or combined 2nd / 3rd Line) support role in a multi-site environment.
- Strong knowledge of Windows 10/11, Windows Server, Active Directory, Group Policy and Microsoft 365 administration.
- Hands-on experience with LAN/WAN networking, switches, routing, Wi-Fi and VPN troubleshooting.
- Hardware diagnosis and repair skills for laptops, desktops, printers and peripherals.
- Familiarity with an ITSM or ticketing platform and with change-control procedures.
- Practical exposure to Intune, conditional access, Defender or Sentinel configuration.
- Experience with PowerShell scripting or automation tools.
- Knowledge of Azure AD, basic Azure services or Google Workspace administration.
- ITIL Foundation or equivalent service-management qualification.
- Current Microsoft or CompTIA certification (for example AZ-104, MD-102, Network+).
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Information Technology
Industries
- Furniture and Home Furnishings Manufacturing
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2nd Line Support Engineer employer: Oak Furnitureland
Contact Detail:
Oak Furnitureland Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows Server, Active Directory, and Microsoft 365. Having hands-on experience or relevant certifications can significantly boost your confidence during interviews.
✨Tip Number 2
Prepare to discuss your troubleshooting methodologies and provide examples of complex issues you've resolved in previous roles. This will demonstrate your analytical thinking and problem-solving skills, which are crucial for a 2nd Line Support Engineer.
✨Tip Number 3
Showcase your ability to communicate technical information clearly to non-technical colleagues. You might be asked to explain complex findings, so practice articulating your thought process in simple terms.
✨Tip Number 4
Highlight any experience you have with mentoring or coaching others, as this role involves supporting 1st Line analysts. Being able to demonstrate your collaborative spirit and leadership skills can set you apart from other candidates.
We think you need these skills to ace 2nd Line Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in 2nd Line support roles. Emphasise your skills in troubleshooting, Microsoft 365 administration, and any hands-on experience with networking and hardware repair.
Craft a Strong Cover Letter: Write a cover letter that showcases your analytical thinking and problem-solving abilities. Mention specific examples of how you've resolved complex technical issues in the past and how you can contribute to Oak Furnitureland's team.
Highlight Relevant Certifications: Include any relevant certifications such as Microsoft or CompTIA qualifications. This will demonstrate your commitment to professional development and your expertise in the technologies mentioned in the job description.
Showcase Communication Skills: Since clear communication is key for this role, provide examples in your application of how you've effectively communicated technical information to non-technical colleagues. This could be through mentoring or documentation you've created.
How to prepare for a job interview at Oak Furnitureland
✨Showcase Your Technical Skills
Be prepared to discuss your hands-on experience with Windows 10/11, Active Directory, and Microsoft 365. Highlight specific examples where you've successfully diagnosed and resolved complex issues, as this will demonstrate your capability for the role.
✨Communicate Clearly
Since the role involves translating technical findings for non-technical colleagues, practice explaining complex concepts in simple terms. This will show that you can effectively communicate with team members across different levels of technical expertise.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss your approach to troubleshooting and root-cause analysis. Share examples of how you've tackled challenging incidents and the lasting solutions you've implemented, as this aligns with the responsibilities of the position.
✨Emphasise Team Collaboration
The role requires mentoring 1st Line analysts and working collaboratively. Be ready to share experiences where you've coached others or contributed to a team project, showcasing your ability to work well within a team environment.
