1st / 2nd Line Support Engineer
Posted 1 day ago by SmartChoice International Limited
£150 Per day
Outside
Hybrid
Guildford, 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 onsite presence three days a week in either Guildford or Bournemouth. Candidates should have a background in 1st and/or 2nd line support within a corporate environment.
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: Guildford
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: Other
1st / 2nd Line Support Engineer – Multiple Roles
Contract: 6+ months
Hybrid: Guildford (Surrey) or Bournemouth (Dorset)
Onsite: 3 days per week must live within commuting distance.
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.