2nd Line Desktop Support Engineer / IT Support Technician

London, England
£30000 per annum
06 Oct 2016
03 Nov 2016
Alanna Doyle
Contract Type
Full Time

Job Title: 2nd Line Support Desk Engineer

Location: London

Salary: £30,000 plus 5% oncall allowance

Job Type: Full Time, Permanent

An exciting opportunity has arisen with Leading IT Managed Services Provider based in London Victoria. They are looking for an experienced 2nd Line Support Engineer to join them on full time, permanent basis.

As a Support Engineer you will be responsible for providing high quality 1st and 2nd Line Technical Support to a wide-ranging customer base, troubleshooting, logging support tickets and keeping customers informed on their ticket progress. In addition you will troubleshoot product related issues using resources available and reproduce bugs within products. You will take pride in your work and ensure excellent customer service as well be a good team player.


  • Troubleshooting 1st and 2nd Line IT issues
  • Provision of new user on boarding
  • Database administration.
  • Liaison with Developers to highlight defects and issues
  • Updating of support logs
  • Provide an excellent standard of customer service
  • PC networking and connection to the corporate LAN
  • Thorough knowledge of Microsoft Windows (XP, Vista, Windows 8 and Server 2000-2012), Exchange (2003 and above) and Office (Outlook)
  • Knowledge of Active Directory, basic networking and HTML
  • To be an escalation point for 1st line engineers
  • Supporting and maintaining servers and desktops
  • Installing authorised software
  • Ensuring security and upgrades are applied to desktops, laptops, servers and kept up to date
  • Ensuring all logs for equipment and users are maintained
  • Providing recommendations for clients where appropriate
  • Performing basic administrative support duties, as required, to meet specific operational objectives
  • Performing miscellaneous job-related duties as assigned by Head of Service Delivery, or another Manager

Successful Candidate Must Have:

  • Minimum of 2 year of experience working as 2nd Line Support Engineer in customer facing environment
  • Experience of using a full support desk ticketing system essential
  • Microsoft Certified Professional (MCP)
  • ITIL Foundation Certified
  • Thorough understanding and troubleshooting of Windows Desktop XP, 7 and 8
  • Thorough understanding of standard enterprise applications:
  • Outlook 2007, 2010, 2013, General Office Suite 2007, 2010, 2013, Outlook web access
  • Understanding of basic client connectivity and networking:
  • Wi-Fi, Basic network principles and troubleshooting, Basic IP knowledge, PPTP VPN, IPsec VPN client
  • Understanding of fundamental Active Directory operations:
  • Password resets and complexity rules, Account unlocking, Account creation, Mailbox creation and feature settings
  • Ability to deal with customers a professional manner
  • Ensuring that a high level of customer service and support is provided to all internal and external customers
  • Excellent communication skills
  • Excellent telephone manner
  • Any offer of employment may be subject to a satisfactory DBS check


  • Experience with basic server support/troubleshooting (Windows Server 2008, 2012)
  • 1 year of experience supporting Apple Mac OS X
  • Implementing and Supporting Office 365
  • Experience and knowledge with VMWare and or Networking skills, an advantage
  • Microsoft Certified Solutions Associate (MCSA)
  • Experience with troubleshooting server event logs
  • Experience with SharePoint
  • Experience with Sophos and Symantec Antivirus
  • Experience with 2FA authentication
  • Experience with Citrix, Terminal Services


  • Vitality Private Healthcare including:
  • 50% off Virgin Gym membership
  • Free Cinema Tickets
  • Various Discounts including shopping, travel and Spa
  • 5% On call Allowance
  • Employee Benefit Trust Fund
  • Critical Illness Cover x2
  • Death in service insurance x4
  • Pension Scheme
  • Company Equipment

Our Client is an equal opportunities employer and is glad to receive applications from anyone, regardless of sexual orientation, race, age, gender or disability. They value the skills and perspectives that a diverse and representative workforce bring to them and recognise that this will enable them to meet their objectives.

Please click the APPLY button to send your CV and Cover Letter for this role.

Candidates with the relevant experience or job titles of; Technical Support Engineer, Technical Support Technician, IT Technician, IT Service Desk Technician, IT Services Manager, IT Desk Support, 2nd Line Support, IT Manager 1st Line Helpdesk Engineer, IT Support Technician, 2nd Line Support Engineer, 2nd Line Support, IT Trainer, Support Technician, IT Support Engineer, 1st Line Support Technician, Software Engineer, Technical Support, IT Support, Helpdesk Support Technician, Helpdesk Support, Fault Desk, IT Systems Engineer, IT Systems Technician, IT Systems Support may also be considered for this role.

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