{ “@context”: “http://schema.org”, “@type”: “JobPosting”, “title”: “Second Line IT Support Engineer”, “description”: “
Apetito is a leading food supplier to the health and social care sector, operating 24/7 to provide vital services to over 1,300 care homes, health care and education settings. Our team supports a modernised IT service delivery across the apetito group, and the Senior IT Support Engineer will play a pivotal role in this transformation. Salary £35k‑38k per annum (depending on experience) with bonus and benefits.
Responsibilities
- Support Windows server environments with second‑line tasks for issues and maintenance.
- Support and troubleshoot end‑user devices and technologies.
- Support user issues on network and telephony infrastructure.
- Support cloud services such as M365 and Azure.
- Log and investigate incoming IT support requests via telephone, ticketing, email and in‑person.
- Participate in recurring tasks including patch management, backup checks, and other routine tasks.
- Analyse reported issues to accurately identify problems and troubleshoot to resolution.
- Process and fulfil IT service requests such as account provisioning, password resets, software installs and hardware set‑up.
- Perform regular proactive checks of offices, meeting rooms and other areas to ensure functionality of IT equipment.
- Ensure timely delivery of incidents and requests in accordance with SLA and KPI.
- Identify and flag recurring or similar issues for higher‑tier support to investigate root causes.
- Assist the wider team and end users with IT asset management.
- Maintain internal knowledge base and build end‑user guides for self‑help portals.
- Participate in the on‑call rota to provide out‑of‑hours support.
- Assist in mentoring and training of junior team members.
- Perform any other task as directed by management.
Skills and Competencies
- Ideally, a minimum of 3 years of experience at a 2nd‑line IT Service Desk.
- Strong technical understanding of Active Directory, M365, Azure AD and Microsoft operating systems.
- Good understanding of network principles such as IP and subnets.
- Excellent communication and interpersonal skills.
- Excellent customer service skills.
- Ability to communicate effectively with people of technical and non‑technical backgrounds.
- Ability to work under pressure and meet demanding expectations.
- Strong attention to detail and accuracy of data.
- Knowledge of the ITIL framework.
- Experience with ticketing systems and managing ticket demands effectively.
- Experience with patching tools and automation.
- Experience with remote support tools.
Qualifications And Certifications
- CompTIA A+ or Network+ is desirable.
- Azure Fundamentals or higher is desirable.
- ITIL4 Foundation is desirable.
Personal Qualities
- A self‑motivated individual seeking excellent service delivery.
- Able to work independently and as part of a team.
- Enjoys interacting with others and building good rapport.
- A thirst for knowledge and desire to develop skills.
- Organised and reliable, with good time‑keeping.
Benefits
- Competitive salary – accredited Living Wage employer.
- 25 days holiday per year plus bank holidays.
- Option to purchase up to 5 additional days holiday per year.
- Discretionary annual bonus scheme.
- Pension scheme – employer matched contributions up to 4 %.
- Life assurance scheme worth at least 1× annual salary.
- Subsidised canteen.
- Free parking.
- Free turkey or voucher at Christmas.
- Apetito perks scheme including salary sacrifice options and retail discounts.
Company: apetito UK
Location: Trowbridge
Job Description:
Apetito is a leading food supplier to the health and social care sector, operating 24/7 to provide vital services to over 1,300 care homes, health care and education settings. Our team supports a modernised IT service delivery across the apetito group, and the Senior IT Support Engineer will play a pivotal role in this transformation. Salary £35k‑38k per annum (depending on experience) with bonus and benefits.
Responsibilities
- Support Windows server environments with second‑line tasks for issues and maintenance.
- Support and troubleshoot end‑user devices and technologies.
- Support user issues on network and telephony infrastructure.
- Support cloud services such as M365 and Azure.
- Log and investigate incoming IT support requests via telephone, ticketing, email and in‑person.
- Participate in recurring tasks including patch management, backup checks, and other routine tasks.
- Analyse reported issues to accurately identify problems and troubleshoot to resolution.
- Process and fulfil IT service requests such as account provisioning, password resets, software installs and hardware set‑up.
- Perform regular proactive checks of offices, meeting rooms and other areas to ensure functionality of IT equipment.
- Ensure timely delivery of incidents and requests in accordance with SLA and KPI.
- Identify and flag recurring or similar issues for higher‑tier support to investigate root causes.
- Assist the wider team and end users with IT asset management.
- Maintain internal knowledge base and build end‑user guides for self‑help portals.
- Participate in the on‑call rota to provide out‑of‑hours support.
- Assist in mentoring and training of junior team members.
- Perform any other task as directed by management.
Skills and Competencies
- Ideally, a minimum of 3 years of experience at a 2nd‑line IT Service Desk.
- Strong technical understanding of Active Directory, M365, Azure AD and Microsoft operating systems.
- Good understanding of network principles such as IP and subnets.
- Excellent communication and interpersonal skills.
- Excellent customer service skills.
- Ability to communicate effectively with people of technical and non‑technical backgrounds.
- Ability to work under pressure and meet demanding expectations.
- Strong attention to detail and accuracy of data.
- Knowledge of the ITIL framework.
- Experience with ticketing systems and managing ticket demands effectively.
- Experience with patching tools and automation.
- Experience with remote support tools.
Qualifications And Certifications
- CompTIA A+ or Network+ is desirable.
- Azure Fundamentals or higher is desirable.
- ITIL4 Foundation is desirable.
Personal Qualities
- A self‑motivated individual seeking excellent service delivery.
- Able to work independently and as part of a team.
- Enjoys interacting with others and building good rapport.
- A thirst for knowledge and desire to develop skills.
- Organised and reliable, with good time‑keeping.
Benefits
- Competitive salary – accredited Living Wage employer.
- 25 days holiday per year plus bank holidays.
- Option to purchase up to 5 additional days holiday per year.
- Discretionary annual bonus scheme.
- Pension scheme – employer matched contributions up to 4 %.
- Life assurance scheme worth at least 1× annual salary.
- Subsidised canteen.
- Free parking.
- Free turkey or voucher at Christmas.
- Apetito perks scheme including salary sacrifice options and retail discounts.
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Posted: May 17th, 2026