1st / 2nd Line Support Engineer
Posted 1 day ago by SmartChoice International Limited
£150 Per day
Outside
Hybrid
Bournemouth, England, United Kingdom
Summary: The 1st / 2nd Line Support Engineer role involves providing technical support for hardware, software, networks, and cloud applications within a leading insurance company. The position requires strong customer service skills and experience in supporting enterprise users, with responsibilities including incident management and user onboarding. The role is hybrid, requiring on-site presence three days a week in either Guildford or Bournemouth. This contract position is expected to last for over six months and is classified as outside IR35.
Key Responsibilities:
- Provide 1st and 2nd line technical support across hardware, software, networks and cloud-based applications
- Manage incidents, troubleshoot issues and resolve tickets within agreed SLAs
- Support user onboarding, device configuration and access management
- Escalate complex issues to senior engineers or specialist teams when required
- Maintain documentation, knowledge articles and contribute to service improvements
- Work closely with wider infrastructure, security and service operations teams
Key Skills:
- Previous experience in 1st and/or 2nd line support within a corporate environment
- Strong troubleshooting skills across Windows, Office 365, Active Directory, VPN and basic networking
- Experience with ticketing systems (ServiceNow or similar)
- Understanding of incident, request and change processes
- Excellent communication and customer service skills
- Experience in insurance or financial services is beneficial but not essential
Salary (Rate): £150 daily
City: Bournemouth
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
1st / 2nd Line Support Engineer – Multiple Roles
Contract: 6+ months
Hybrid: Guildford (Surrey) or Bournemouth (Dorset)
Onsite: 3 days per week
Rate: Up to £150 per day (Outside IR35)
Industry: Leading Insurance Company
We’re supporting a leading insurer seeking multiple 1st/2nd Line Support Engineers to join their Service & Infrastructure teams. These roles are ideal for engineers with strong customer service skills and experience supporting enterprise users.
Role Overview:
- Provide 1st and 2nd line technical support across hardware, software, networks and cloud-based applications
- Manage incidents, troubleshoot issues and resolve tickets within agreed SLAs
- Support user onboarding, device configuration and access management
- Escalate complex issues to senior engineers or specialist teams when required
- Maintain documentation, knowledge articles and contribute to service improvements
- Work closely with wider infrastructure, security and service operations teams
Skills & Experience:
- Previous experience in 1st and/or 2nd line support within a corporate environment
- Strong troubleshooting skills across Windows, Office 365, Active Directory, VPN and basic networking
- Experience with ticketing systems (ServiceNow or similar)
- Understanding of incident, request and change processes
- Excellent communication and customer service skills
- Experience in insurance or financial services is beneficial but not essential
If this sounds like you, please get in touch.