2nd Line Support Engineer
Posted Today by Develop
£320 Per day
Outside
Hybrid
White City, West London (W12), W12
Summary: The 2nd Line IT Support Engineer role involves providing expert support within a retail organization, focusing on maintaining system stability, security, and performance. The position requires resolving complex issues escalated from 1st line support and mentoring junior team members. The role is contract-based for 6 months with a likelihood of extension or a temp/perm opportunity. The position is hybrid, requiring 3-4 days a week onsite in White City/Shepherd's Bush.
Key Responsibilities:
- Resolving complex issues escalated from 1st line within SLA, with clear user communication throughout
- Diagnosing software, hardware, and network issues, focused on root cause
- Escalating to 3rd line/vendors where needed, with proper handover
- Supporting server, network, and infrastructure installation, configuration, and maintenance
- Ensuring systems stay patched and secure
- Monitoring backups and resolving failures promptly
- Contributing to IT projects from planning to post-go-live support
- Maintaining clear documentation and identifying recurring issues for proactive fixes
- Mentoring 1st line engineers
Key Skills:
- 5+ years' experience administering Microsoft 365 or Google Workspace (user lifecycle, licensing, policy configuration)
- Experience with Windows 11/macOS endpoint management (Intune, Jamf, or similar)
- Strong LAN/WAN troubleshooting skills, including DNS, DHCP, VPN
- Excellent stakeholder management and communication skills
- Experience delivering work to strict deadlines
- Strong documentation skills and a proactive, self-motivated approach
- Solid understanding of IT service delivery best practices
- A genuine focus on customer service
Salary (Rate): £320 daily
City: White City
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: outside IR35
Seniority Level: Mid-Level
Industry: IT
2nd Line IT Support Engineer - Contract
Outside IR35 ~ 6 month contract - likely extension or temp/perm opportunity
Day Rate: DOE
Hybrid: 3-4 days a week onsite in White City/Shepherd's Bush
1 Stage Interview Process - Immediate start
Our client, a well-established and growing retail organisation, is looking for an experienced 2nd Line Engineer to join their IT team on a long term contract, providing expert support and helping maintain the stability, security, and performance of their systems.
Reporting to the Senior IT Manager, you'll be a key escalation point for 1st line support, get involved in infrastructure projects, and mentor junior team members.
What you'll be doing:
- Resolving complex issues escalated from 1st line within SLA, with clear user communication throughout
- Diagnosing software, hardware, and network issues, focused on root cause
- Escalating to 3rd line/vendors where needed, with proper handover
- Supporting server, network, and infrastructure installation, configuration, and maintenance
- Ensuring systems stay patched and secure
- Monitoring backups and resolving failures promptly
- Contributing to IT projects from planning to post-go-live support
- Maintaining clear documentation and identifying recurring issues for proactive fixes
- Mentoring 1st line engineers
What you'll bring:
- 5+ years' experience administering Microsoft 365 or Google Workspace (user lifecycle, licensing, policy configuration)
- Experience with Windows 11/macOS endpoint management (Intune, Jamf, or similar)
- Strong LAN/WAN troubleshooting skills, including DNS, DHCP, VPN
- Excellent stakeholder management and communication skills
- Experience delivering work to strict deadlines
- Strong documentation skills and a proactive, self-motivated approach
- Solid understanding of IT service delivery best practices
- A genuine focus on customer service
Please note the shortlist for this role closes shortly so please apply quickly if you are interested.