IT Support Engineer (2nd Line)

Role Overview

Position: IT Support Engineer (Second Line)
Start Date: ASAP
Contract Length: 12 Months + Extensions
Working Pattern: Part-Time - 24 hrs/week (3 days)
Location:

• 2 days onsite - Midlands

• 1 day remote
  Potential: May increase toward full-time workload

Role Purpose

We are seeking an experienced, hands-on IT Support Engineer to provide dependable end-user and local infrastructure support across two UK sites.

This role requires a self-sufficient, autonomous engineer who can own issues end-to-end, act as the local IT presence, and ensure smooth daily IT operations.

Junior profiles are not suitable.

Key Responsibilities

End User & 2nd Line Support

• Deliver 2nd line IT support for office and operational users.

• Troubleshoot:

  • PCs & laptops

  • Peripherals & printers

  • Software issues

  • User accounts & access support

• Manage incidents and service requests aligned with SLA targets.

• Provide on-site IT presence and user assistance.

Infrastructure & Site Support

• Support local infrastructure refresh activities:

  • PC refresh & workstation builds

  • Hardware deployments

  • Network & server refresh coordination

• Assist enterprise IT teams with:

  • LAN/WAN connectivity troubleshooting

  • Switches, Wi-Fi access points

  • Backup environments

  • Monitoring systems & UPS equipment

• Support patching plans and infrastructure upgrades.

Asset & Vendor Management

• Maintain IT asset register via ServiceNow.

• Conduct physical asset audits.

• Coordinate vendors and escalation processes.

• Track vendor performance and follow up until resolution.

• Support IT infrastructure expansion or renovation projects.

Incident, Change & Operational Governance

• Manage incidents and requests per service level objectives.

• Follow Change Management procedures.

• Maintain documentation and ticket updates.

• Participate in audits and compliance activities.

• Provide monthly reporting on incident/request performance.

• Support continuous service improvement initiatives.

On-Site IT Operations

• Maintain computer rooms, racks, cabling, and data rooms.

• Coordinate IMAC activities:

  • Install

  • Move

  • Add

  • Change

• Perform hardware receiving and staging.

• Ensure environments remain clean, secure, and operational.

User Enablement & Collaboration

• Deliver basic training to new IT users.

• Support entitlement and access processes.

• Act as the local IT representative for site leadership.

• Participate in local, regional, and global IT meetings.

Required Experience & Skills

Essential

• 3-5+ years experience in IT Support Engineer / 2nd Line Support role.

• Strong Windows end-user troubleshooting.

• Experience supporting:

  • Laptops & desktops

  • Microsoft 365 / Office environments

  • Printers & peripherals

• Basic networking knowledge:

  • LAN/Wi-Fi fundamentals

  • Connectivity troubleshooting

• Experience supporting light infrastructure tasks.

• Able to work independently with minimal supervision.

• Strong stakeholder communication skills.

• Professional on-site presence.

• Fluent professional English.

• Right to work in the UK.

• Ability to travel between Midlands based sites.

Nice to Have

• Experience with ServiceNow or enterprise ticketing systems.

• Exposure to infrastructure refresh programmes.

• Vendor coordination experience.

• Backup operations or tape handling exposure.

Reference
CR/132658_1772451363

Date
2 Mar 2026