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 efficiency.
- Benefits: Competitive salary, professional development, and opportunities to work with cutting-edge technology.
- Other info: Collaborative culture with a focus on continuous improvement and career growth.
- 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 experience with Microsoft 365.
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) employer: Skillsbay Limited
Skillsbay Limited is an excellent employer for those seeking a remote role that offers flexibility and the opportunity to make a significant impact on procurement processes. With a strong focus on employee growth, collaborative work culture, and a commitment to simplifying complex systems, Skillsbay provides a rewarding environment where your analytical skills can thrive. Join us to be part of a team that values innovation and continuous improvement in a fully remote setting.
StudySmarter Expert Advice🤫
We think this is how you could land Second Line Support Engineer (SC Cleared)
✨Tip Number 1
Network like a pro! Reach out to your connections in the tech industry, especially those who work in 2nd line support. Attend meetups or online webinars to get your name out there and learn about potential job openings.
✨Tip Number 2
Prepare for interviews 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
Showcase 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 roles.
✨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)
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. Share specific examples of how you've tackled complex technical issues and delivered excellent customer service in fast-paced environments.
Show Off Your Troubleshooting Skills:In your application, highlight your troubleshooting abilities. We love candidates who can demonstrate their problem-solving skills, especially when it comes to resolving incidents across various devices and platforms.
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 prepared 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 systems but can also handle complex issues.
✨Showcase Your Customer Service Skills
Since this role is customer-facing, it’s crucial to demonstrate your strong customer service skills. Think of examples where you’ve gone above and beyond to help a user or resolved a tricky situation. Highlighting your face-to-face support experience will definitely set you apart.
✨Familiarise Yourself with ITIL Practices
Understanding ITIL-aligned service management processes is key for this position. Brush up on how these processes work and be ready to discuss how you’ve applied them in previous roles. Mention any experience with tools like ServiceNow or Jira to show you’re well-versed in managing incidents effectively.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that test your problem-solving abilities. Prepare by thinking through common technical issues you might face in this role and how you would resolve them. This will not only showcase your technical skills but also your ability to think on your feet under pressure.
