2nd Line IT Support Engineer
Location: Birmingham (Hybrid)
Contract: 12 Month Fixed Term Contract
Salary: Competitive
Working Pattern: Monday – Friday (Standard Office Hours)
We are currently recruiting for an experienced 2nd Line IT Support Engineer to join a busy IT Service Desk team on a 12-month fixed term contract.
This is an excellent opportunity for a technically skilled support professional who enjoys troubleshooting a wide range of IT issues and providing high-quality customer service in a fast-paced manufacturing environment.
Key Responsibilities:
- Provide 2nd line technical support for escalated IT incidents and service requests
- Troubleshoot and resolve issues across Windows 10/11, laptops, desktops, and peripherals
- Support Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive
- Manage user accounts and permissions via Active Directory and Azure AD
- Support VPN, remote access, and MFA authentication tools
- Diagnose and resolve networking issues (DNS, DHCP, TCP/IP)
- Log, update, and resolve tickets within the ITSM system, ensuring SLA adherence
- Escalate complex issues to 3rd line or infrastructure teams where required
- Assist with IT projects, system upgrades, and hardware deployments
- Maintain clear and accurate documentation of work completed
Skills & Experience Required:
- Previous experience in a 2nd Line IT Support / Service Desk role
- Strong knowledge of Windows operating systems (Windows 10/11)
- Experience supporting Microsoft 365 and Active Directory
- Good understanding of basic networking concepts
- Experience using ITSM tools (e.g. ServiceNow, Jira, etc.)
- Strong troubleshooting and problem-solving skills
- Excellent communication and customer service skills
Benefits:
- Hybrid working model (Birmingham office + remote flexibility)
- Monday to Friday working pattern – no shift work
- Excellent opportunity to gain exposure to enterprise IT environments
- 12-month FTC with potential for extension
- 25 days annual leave plus BH
- Company pension
Mach are acting as an agent for this vacancy