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