At a Glance
- Tasks: Provide top-notch technical support and troubleshoot complex issues for users onsite and remotely.
- Company: Join a dynamic team in a fast-paced tech environment focused on security and innovation.
- Benefits: Competitive salary, professional development, and opportunities to work with cutting-edge technology.
- Other info: Collaborate with IT teams and contribute to continuous service improvement in a secure setting.
- Why this job: Make a real difference by enhancing user experiences and solving challenging tech problems.
- Qualifications: 2-5 years in 2nd line support, strong macOS skills, and customer-focused troubleshooting abilities.
The predicted salary is between 36000 - 60000 £ per year.
We are seeking an experienced 2nd Line Tech Bar Engineer to provide high-quality, customer-facing technical support across onsite and remote environments. This role acts as an escalation point from 1st line support, resolving more complex technical issues while delivering an excellent end-user experience in secure, fast-paced environments. You will work closely with wider IT, infrastructure, and security teams to ensure incidents and requests are resolved efficiently and in line with agreed service levels and security standards.
Key Responsibilities:
- Provide 2nd line technical support to end users via Tech Bar (onsite) and remote channels.
- Act as an escalation point for incidents and service requests unresolved at 1st line.
- Troubleshoot and resolve issues across macOS, Windows, iOS, and Android devices.
- Support Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive.
- Configure and support end-user hardware (laptops, mobiles, printers) and software (M365, MDM, VPN).
- Perform root cause analysis and document fixes within the knowledge base.
- Support user onboarding, device provisioning, and basic user training.
- Escalate complex issues to 3rd line teams or vendors, retaining ownership through to resolution.
- Collaborate with infrastructure, application, and security teams to deliver seamless support.
- Contribute to continuous service improvement by identifying trends and recommending solutions.
- Ensure adherence to ITIL-aligned service management processes and ISO 27001 standards.
Required Skills and Experience:
- 2–5 years’ experience in a 2nd line support or Tech Bar environment.
- Strong macOS support experience, with additional exposure to Windows, iOS, and Android.
- Hands-on experience supporting Microsoft 365 services.
- Working knowledge of Active Directory, Azure AD / Entra ID, and identity management.
- Experience using ITIL-based service management tools (e.g. ServiceNow, Jira).
- Strong troubleshooting skills with a customer-focused, face-to-face support approach.
- Ability to manage and prioritise incidents in line with SLAs.
Desirable Skills and Experience:
- ITIL Foundation certification.
- Microsoft 365 Administrator and/or Apple certifications.
- Experience with security and access management tools such as: Okta, Zscaler, Microsoft Intune and/or Workspace ONE.
- Previous experience supporting VIP or high-profile users.
- Exposure to ISO 27001 or ISO 9001-compliant environments.
- Active SC Clearance (transferable).
Second Line Support Engineer (SC Cleared) in London employer: Skillsbay Limited
Join a dynamic and innovative team as a Second Line Support Engineer, where you will thrive in a collaborative work culture that prioritises employee growth and development. Our commitment to excellence is reflected in our comprehensive training programmes and the opportunity to work with cutting-edge technology in a secure, fast-paced environment. With a focus on delivering exceptional customer service, we offer a supportive atmosphere that values your contributions and encourages continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Second Line Support Engineer (SC Cleared) in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the tech world, especially those who work in 2nd line support or similar roles. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Prepare for the interview by brushing up on your troubleshooting skills. Be ready to discuss specific scenarios where you resolved complex issues, especially with macOS and Microsoft 365. We want to see how you think on your feet!
✨Tip Number 3
Show off your customer service skills! Remember, this role is all about delivering an excellent end-user experience. Share examples of how you've gone above and beyond to help users in previous positions.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Second Line Support Engineer (SC Cleared) in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in 2nd line support and any relevant tech skills. We want to see how your background aligns with the role, so don’t be shy about showcasing your macOS, Windows, and Microsoft 365 expertise!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for our team. Mention specific experiences that demonstrate your troubleshooting skills and customer-focused approach, as these are key for us.
Showcase Your Problem-Solving Skills:In your application, give examples of complex issues you've resolved in the past. We love seeing how you’ve tackled challenges, especially in fast-paced environments. This will help us understand your thought process and technical abilities.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our awesome team at StudySmarter!
How to prepare for a job interview at Skillsbay Limited
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of macOS, Windows, iOS, and Android devices. Be ready to discuss specific troubleshooting scenarios you've encountered in the past, especially with Microsoft 365 services. This will show that you’re not just familiar with the tech but can also handle real-world issues.
✨Showcase Your Customer Service Skills
Since this role is customer-facing, it’s crucial to demonstrate your ability to provide excellent support. Prepare examples of how you've resolved complex issues while maintaining a positive user experience. Highlight any experience you have with VIP or high-profile users, as this can set you apart.
✨Familiarise Yourself with ITIL Practices
Understanding ITIL-aligned service management processes is key for this position. Be prepared to discuss how you've applied ITIL principles in your previous roles, particularly in managing incidents and ensuring adherence to SLAs. This shows you can work efficiently within their framework.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during the interview. Think about how you would handle specific technical issues or user requests, and be ready to explain your thought process. This will demonstrate your problem-solving skills and ability to think on your feet in a fast-paced environment.
