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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: Perfect for tech enthusiasts who thrive on problem-solving and user interaction.
- 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 love taking ownership of their work.
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 responses during interviews 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 Technical Skills
Be prepared to discuss your experience with Windows environments, Microsoft 365, and Active Directory. You might be asked to troubleshoot a common issue on the spot, so brush up on your technical knowledge and be ready to demonstrate your problem-solving skills.
✨Demonstrate Your Communication Skills
Since this role is user-facing, it's crucial to convey your ability to communicate effectively. Practice explaining technical concepts in simple terms, and be ready to share examples of how you've successfully assisted users in the past.
✨Prepare for Scenario-Based Questions
Expect questions that assess how you handle real-life situations. Think of examples where you've resolved escalated issues or collaborated with team members. This will show your ability to work independently while knowing when to seek help.
✨Highlight Your Organisational Skills
In a busy operational environment, being organised is key. Be ready to discuss how you manage your workload, prioritise tasks, and document your actions. This will demonstrate your reliability and consistency under pressure.
