At a Glance
- Tasks: Provide 2nd line IT support and resolve technical issues in a dynamic environment.
- Company: Join Ofwat, a forward-thinking government department shaping the future of water services.
- Benefits: Enjoy flexible working, generous leave, and exclusive discounts on various services.
- Other info: Great career growth opportunities and a culture built on trust and collaboration.
- Why this job: Make a real impact while developing your skills in a supportive team.
- Qualifications: Experience in Microsoft 365 support and strong problem-solving skills required.
Join Ofwat’s IT Operations Team as a 2nd Line Support Engineer.
About Us
We are Ofwat, the Water Services Regulation Authority, a non-ministerial government department responsible for regulating the water sector in England and Wales. The water sector is entering a new chapter. The government has set out a bold new direction, bringing together expertise from across the sector to deliver better outcomes for customers and the environment. We are collaborating with fellow regulators to respond to recommendations in The Independent Water Commission Report, the Welsh Government’s response to the Green Paper, Shaping the Future of Water Governance in Wales, and the Government’s White Paper, A new vision for water.
Ofwat is working with the government and other regulators to help create a new body for England, bringing together our strengths with those of the Drinking Water Inspectorate, the Environment Agency and Natural England. We are also continuing to work with the Welsh Government to support decisions on the future arrangements for Wales. While these changes take shape, our mission remains the same: to hold water companies to account, drive performance, and ensure the sector delivers real value for customers, communities, and the environment. If you’re passionate about making a difference, this is a unique moment to join us and help shape the future of water, and together we can continue to make a positive impact.
The Role
The 2nd Line Support Engineer will be working for the Head of IT Operations and within the Corporate Enablers Directorate. Our CE directorate is a collective of five vital functions that provide support to all teams across Ofwat. Consisting of IT, HR, Finance, Procurement and Facilities, our Corporate Enabler teams help to enable Ofwat to be a high performing, great place to be that is effective, efficient and continually improving. They also ensure that we have the right capabilities, tools and culture to deliver for customers, society and the environment.
This role is responsible for delivering 2nd line IT support, resolving technical issues and service requests related to Microsoft 365, end-user computing, identity services, collaboration tools and business applications. The post holder will support the day-to-day operational management of IT services, providing troubleshooting, root cause analysis and user assistance to ensure a seamless end-user experience. You will contribute to service stability, knowledge sharing and continuous improvement, ensuring IT services are delivered to a high standard and meet organisational requirements.
This role offers the opportunity to utilise technical expertise in Windows environments, endpoint security, and device management as well as working with all other directorates and managing user expectations. This position plays a key part in fostering a culture of integrity, accountability, and positive impact across the organisation. The 2nd Line Support Engineer role is integral to promoting collaboration, maintaining trust within the team, and working both independently and as part of the wider team to deliver strategic objectives and exemplary IT service.
About You
Below are some of the key essential experience, skills & knowledge required for this post:
- Proven experience providing 2nd line IT support within a Microsoft-based environment, including incident resolution, service requests and end-user support.
- Good knowledge of Microsoft 365 administration and support, including Exchange Online, Teams, OneDrive, SharePoint and Microsoft Intune.
- Proficiency in Windows 11 administration, troubleshooting and end-user device support.
- Good problem-solving, communication and customer service skills, with the ability to explain technical issues to non-technical users.
- Experience supporting device management technologies, including Microsoft Intune, Windows Autopilot, application deployment and MDM, with an understanding of endpoint security, device compliance and cybersecurity best practices.
- Experience supporting identity and access management solutions, including Microsoft Entra ID and Conditional Access.
- Experience working within an ITIL-aligned support environment, managing incidents, requests and service levels.
Ofwat is recognised as an Official Sensitive department, and a Security Check (SC) is a requirement for this role. Applicants are normally expected to have been resident in the UK for the last five years to meet the standard residency requirements for SC clearance. Successful candidates must obtain SC clearance to a standard satisfactory to Ofwat within the first six months of employment.
Why You Should Join Us
- People Centric: Our people are at the heart of Ofwat and everything we do - we ensure all voices are heard and treat each other with respect; you'll be given the autonomy and the support to do your role in the best way.
- Innovative Work Environment: We embrace agile and new ways of working and have a culture built on trust, flexibility, and collaboration.
- Development Opportunities: Gain valuable experience and develop your skills in a supportive and dynamic setting.
- Work-Life Balance: Enjoy the flexibility of working from home combined with the benefits of in-person collaboration in our Birmingham and London offices.
- Excellent employer pension contributions.
- 25 days’ annual leave, increasing to 30 with each year of service, plus bank holidays and an extra 2.5 days of privilege leave.
- Access to exclusive discounts on a variety of goods and services, including retail outlets, theatre tickets, holidays, insurance, and a gym membership.
- Fees paid for membership of relevant professional bodies.
- Up to 3 volunteering days per year.
- Recognition vouchers scheme rewarding your hard work.
- Generous shared parental leave and pay supporting your family life.
Closing date: 23.55 on 20 November 2026.
2nd Line Support Engineer in Birmingham employer: Ofwat
OFWAT is an exceptional employer, offering a dynamic work environment in Cardiff that fosters collaboration and innovation. With a strong commitment to employee well-being, we provide flexible working arrangements, generous parental leave, and ample opportunities for professional growth, making it an ideal place for those looking to make a meaningful impact in the regulatory landscape of Wales.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Engineer in Birmingham
✨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 Ofwat 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 Ofwat 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 Ofwat!
✨Direct Apply to Ofwat
Let's not forget to apply directly through the Ofwat 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 Line Support Engineer in Birmingham
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 Ofwat.
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 Ofwat. 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 Ofwat
✨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.
