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- Tasks: Support users by resolving technical issues and managing escalations from the first line helpdesk.
- Company: Join a global biomedical healthcare company making a difference in people's lives.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Why this job: Be part of a supportive team, enhancing your skills while contributing to meaningful healthcare solutions.
- Qualifications: 3+ years in 2nd line support, strong Windows troubleshooting, and Microsoft 365 knowledge required.
- Other info: This role is hands-on and ideal for those who thrive in fast-paced environments.
The predicted salary is between 36000 - 60000 £ per year.
We’re looking for a 2nd Line Support Specialist to join the internal IT team of a global biomedical healthcare company. This is an on-site role based in Slough, supporting users across the UK business. You’ll handle escalations from the first line helpdesk, troubleshooting hardware, software and access issues that need deeper technical input. The role is user-facing and requires a calm, methodical and professional approach. You’ll be expected to work independently, but also know when to escalate or collaborate.
What you’ll be doing:
- Resolving second line tickets across Windows, Microsoft Office and core business systems
- Diagnosing hardware faults and liaising with vendors if needed
- Managing user access, installations and configuration
- Logging and documenting all actions and outcomes
- Identifying recurring issues and contributing to service improvements
What we’re looking for:
- At least 3 years’ experience in a 2nd line or desktop support role
- Strong troubleshooting ability in Windows environments
- Strong knowledge of Microsoft 365, Active Directory, configuring laptops, and basic networking
- Confident communicator with a calm and professional manner
- Familiar with helpdesk systems and ticket management
- Organised, reliable and consistent under pressure
This is a practical, hands-on support role in a busy operational environment. Ideal for someone who takes ownership and enjoys getting things working properly.
IT Support Engineer employer: Pathfinder - IT Recruitment
Contact Detail:
Pathfinder - IT Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows environments and Microsoft 365. Being able to discuss your hands-on experience with these tools during an interview will demonstrate your suitability for the role.
✨Tip Number 2
Prepare examples of past experiences where you successfully resolved technical issues or improved processes. This will help you showcase your problem-solving skills and ability to work under pressure, which are crucial for this position.
✨Tip Number 3
Practice your communication skills, especially in a user-facing context. Since the role requires a calm and professional approach, being able to articulate technical solutions clearly and effectively will set you apart from other candidates.
✨Tip Number 4
Research the company’s culture and values, particularly in the biomedical healthcare sector. Understanding their mission can help you align your answers during the interview and show that you’re genuinely interested in contributing to their goals.
We think you need these skills to ace IT Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in 2nd line support roles. Emphasise your troubleshooting skills in Windows environments and familiarity with Microsoft 365 and Active Directory.
Craft a Strong Cover Letter: In your cover letter, explain why you are a good fit for the role. Mention specific examples of how you've resolved technical issues and contributed to service improvements in previous positions.
Showcase Communication Skills: Since the role requires a calm and professional approach, include examples in your application that demonstrate your communication skills, especially in user-facing situations.
Highlight Problem-Solving Abilities: Discuss your experience with diagnosing hardware faults and managing user access. Provide examples of how you've successfully handled escalations and collaborated with others to resolve issues.
How to prepare for a job interview at Pathfinder - IT Recruitment
✨Showcase Your Troubleshooting Skills
Be prepared to discuss specific examples of how you've resolved complex technical issues in the past. Highlight your experience with Windows environments and Microsoft 365, as this will demonstrate your capability to handle the role's requirements.
✨Demonstrate Calmness Under Pressure
Since the role requires a calm and professional approach, think of scenarios where you successfully managed stressful situations. Share how you maintained composure while resolving user issues, as this will reflect your suitability for the fast-paced environment.
✨Familiarise Yourself with Helpdesk Systems
Research common helpdesk systems and ticket management tools that are used in IT support roles. Being knowledgeable about these systems will show that you're ready to hit the ground running and can efficiently log and document actions.
✨Prepare Questions About Service Improvements
Think of insightful questions regarding how the company identifies recurring issues and implements service improvements. This shows your proactive mindset and willingness to contribute to the team's success beyond just resolving tickets.
