Information Technology Support Engineer

2nd Line IT Support Engineer

Location: Birmingham (Hybrid)

Contract: 9-12 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:

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• Provide 2nd line technical support for escalated IT incidents and service requests
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• Troubleshoot and resolve issues across Windows 10/11, laptops, desktops, and peripherals
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• Support Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive
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• Manage user accounts and permissions via Active Directory and Azure AD
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• Support VPN, remote access, and MFA authentication tools
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• Diagnose and resolve networking issues (DNS, DHCP, TCP/IP)
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• Log, update, and resolve tickets within the ITSM system, ensuring SLA adherence
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• Escalate complex issues to 3rd line or infrastructure teams where required
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• Assist with IT projects, system upgrades, and hardware deployments
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• Maintain clear and accurate documentation of work completed
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Skills & Experience Required:

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• Previous experience in a 2nd Line IT Support / Service Desk role
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• Strong knowledge of Windows operating systems (Windows 10/11)
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• Experience supporting Microsoft 365 and Active Directory
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• Good understanding of basic networking concepts
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• Experience using ITSM tools (e.g. ServiceNow, Jira, etc.)
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• Strong troubleshooting and problem-solving skills
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• Excellent communication and customer service skills
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Benefits:

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• Hybrid working model (Birmingham office + remote flexibility)
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• Monday to Friday working pattern – no shift work
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• Excellent opportunity to gain exposure to enterprise IT environments
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• 12-month FTC with potential for extension
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• 25 days annual leave plus BH
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• Company pension
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Mach are acting as an agent for this vacancy