Sellick Partnership are currently partnered with a public sector organisation in the West Midlands, who are seeking an experienced Second Line Support Engineer to join their IT Service Desk team. This is an excellent opportunity for an experienced IT professional to join an established enterprise IT function supporting over 8,000 users across more than 100 sites.
The role will provide exposure to a broad range of technologies, including Microsoft 365, Windows, Active Directory, Exchange, networking, endpoint management and mobile devices, while working alongside internal technical teams and external suppliers. As the Second Line Support Engineer, you will work as part of a busy IT Service Desk, supporting users remotely across multiple sites and environments.
You will manage your own workload, liaise with internal teams and external suppliers, and contribute to service improvements and technical projects. What you will be doing as Second Line Support Engineer: Provide professional 1st and 2nd line technical support to users across a large and diverse customer base. Take ownership of incidents and service requests, prioritising and managing your own workload to ensure issues are resolved within agreed SLA timescales.
Investigate and resolve technical issues, escalating to specialist teams or suppliers where appropriate. Support the installation, configuration, maintenance and upgrade of desktop hardware, software and end-user devices. Administer user accounts and access to network and business applications. Carry out technical tasks relating to desktop imaging, software deployment, patching, endpoint security and device management. Maintain accurate records of incidents, changes, assets, licences and technical work undertaken.
Monitor and investigate recurring faults, identifying opportunities to improve processes and reduce repeat incidents. Test and evaluate hardware and software solutions before they are introduced into the supported environment. Liaise with internal technical teams, customers and external suppliers to coordinate effective resolution of issues.
Provide technical input into IT projects and contribute to the ongoing development and improvement of IT support services. Maintain technical documentation and knowledge base information to support consistent service delivery. Provide technical advice and guidance to users, helping them make effective use of IT systems and equipment. Support wide...
2nd Line Support Engineer in Hereford employer: Sellick Partnership Midlands
At Sellick Partnership Ltd, we pride ourselves on being an excellent employer, offering a supportive work culture that values collaboration and community impact. Our Bolton location provides unique opportunities for professional growth, particularly in the housing sector, where you can make a meaningful difference in the lives of vulnerable adults while enjoying flexible working hours and a commitment to employee development.
Contact Details:
Sellick Partnership Midlands Recruitment Team
