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- Tasks: Provide top-notch technical support and troubleshoot complex issues for users onsite and remotely.
- Company: Join a dynamic team in a fast-paced, secure tech environment.
- Benefits: Competitive salary, professional development, and opportunities for career growth.
- Why this job: Make a real difference by solving tech challenges and enhancing user experiences.
- Qualifications: 2-5 years in 2nd line support with strong macOS and Microsoft 365 skills.
- Other info: Collaborate with IT teams and contribute to continuous service improvement.
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
- 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
- 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
Second Line Support Engineer - SC Cleared in London employer: Skillsbay Ltd
Contact Detail:
Skillsbay Ltd Recruiting Team
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! Get out there and connect with people in the industry. Attend tech meetups, webinars, or even local events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! If you’ve got a knack for troubleshooting, consider creating a portfolio or a blog where you share your tech tips and solutions. This not only showcases your expertise but also demonstrates your passion for the field.
✨Tip Number 3
Don’t just apply anywhere—apply through our website! We love seeing candidates who are genuinely interested in joining our team. Tailor your application to highlight your experience with macOS, Windows, and Microsoft 365 services to stand out.
✨Tip Number 4
Prepare for interviews by brushing up on common technical questions and scenarios you might face as a 2nd Line Support Engineer. Practice explaining your troubleshooting process clearly and confidently, as communication is key in this role!
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 is tailored to the role of a 2nd Line Support Engineer. Highlight your experience with macOS, Windows, and Microsoft 365 services, as well as any relevant certifications. We want to see how your skills match what we're looking for!
Show Off Your Troubleshooting Skills: In your application, give examples of how you've tackled complex technical issues in the past. We love seeing a customer-focused approach, so share any stories that showcase your problem-solving abilities and how you’ve helped end users.
Keep It Professional Yet Friendly: While we appreciate a casual tone, remember to keep it professional. Use clear language and avoid jargon unless it's relevant. We want to get a sense of your personality, but professionalism is key in a support role!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about StudySmarter and what we do!
How to prepare for a job interview at Skillsbay Ltd
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around macOS, Windows, iOS, and Android. Be ready to discuss specific troubleshooting scenarios you've faced and how you resolved them, as this will show your hands-on experience.
✨Familiarise Yourself with Microsoft 365
Since you'll be supporting Microsoft 365 services, it’s crucial to understand the ins and outs of Exchange Online, Teams, SharePoint, and OneDrive. Prepare to answer questions about common issues users face with these services and how you would resolve them.
✨Demonstrate Your Customer-Focused Approach
This role is all about providing excellent customer service. Think of examples where you've gone above and beyond for a user, especially in high-pressure situations. Show that you can maintain a calm and professional demeanour while resolving complex issues.
✨Understand ITIL and Security Standards
Since adherence to ITIL processes and ISO standards is key, be prepared to discuss your experience with ITIL-based service management tools like ServiceNow or Jira. Also, brush up on security practices, especially if you have experience with tools like Okta or Microsoft Intune.
