IT 2nd Line Engineer in London

We are seeking an IT 2nd Line Engineer to join our team based from our Head Office in London Bridge (hybrid working).

As one of our IT 2nd Line Engineers, reporting to our IT Team Manager – Service, you will deliver high‑quality 2nd line IT support to colleagues across the organisation, ensuring incidents and service requests are resolved quickly and effectively.

You will help keep systems running smoothly, provide excellent customer service, and continuously improve how IT support is delivered.

This is a hands‑on troubleshooting role, you will also provide triage to 3rd line teams and escalated where necessary.

• What you’ll do
• Provide high‑quality support, drafting presentations, reports and correspondence with accuracy and strong attention to detail
• Provide 2nd line support for incidents and service requests across devices, systems and applications
• Log, manage and resolve tickets within agreed SLA targets
• Diagnose faults, implement fixes and escalates where required
• Deliver excellent customer service through clear communication and expectation management
• Support user account management, system administration and core IT platforms
• Carry out system health checks to ensure availability and performance
• Identify recurring issues and contribute to problem management and root cause analysis
• Maintain and improve documentation, knowledge articles and support guides
• Support hardware configuration, device provisioning and asset management
• Participate in change and release processes to support system updates
• Support IT projects, testing and implementation of new systems and services
• The experience you’ll need
• You thrive on challenge – You take ownership of issues and won’t stop until they’re solved; Triage and escalates where necessary i. e. 3rd Line
• You’re all about people – You communicate clearly, build trust quickly and make support feel easy
• You manage multiple competing priorities - organised and hit your targets
• You know your technical stuff – You bring solid technical know‑how and have the experience to match and have familiarity with command line troubleshooting utilities
• You think what if – You spot smarter ways of working and make them happen, you spot trends, prevent issues and keep things running smoothly
• You’re a team player – You collaborate, share knowledge and lift others up
• ITIL experience – You have worked in an ITIL operating environment previously
• You are fluent in tech – Service now or similar ticket based environment
• Familiarity with Windows 11 or previous Windows 10 experience
• Experience with anti‑virus software – Crowd Strike or similar – Desirable
• Server OS 2016 – 20022 experience – Desirable
• Other things to know
• This vacancy may close early if we receive a large number of applications. So, make sure you get yours in early.
• All offers of employment are subject to satisfactory references, a right to work verification, a basic criminal record check, and a pre‑employment medical assessment.

Work visa sponsorship isn’t available for this role.

• If you applied but weren’t successful in getting a similar role at Southern, please wait six months before applying again.

Benefits

• Final salary pension
• 24 days annual leave allowance (plus bank holidays)

As proud members of the Armed Forces Covenant and Disability Confident Scheme, we will offer you an interview if you apply under these schemes and meet the minimum criteria for the role.

We’re committed to creating an inclusive, supportive environment, and we’re proud that this continues to be recognised through employer accreditations and our ongoing endorsement as a WORK180 Employer for Women.

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