Job Description

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