2nd Line IT Support Engineer

WSR are looking for a hybrid 2nd Line IT Support Engineer to join the team of our esteemed client based in Central London.

Reporting to: IT Manager

Location:

Client Site (Face-to-Face Support) - London (rotating 1 week in office, 1 week remote working)
Salary: £42K + Personal development opportunities, Pension, Staff Treats, Annual bonus
Role Type:
Permanent

Are you the go-to problem solver when tech hits a snag? Do you thrive in fast-paced environments where no two days are the same? We're looking for an experienced 2nd Line IT Support Engineer to deliver exceptional Tier 1 and Tier 2 support directly to our clients.

2nd Line IT Support Engineer Responsibilities:

You’ll be the face of our technical support service—resolving issues in person and remotely while maintaining outstanding customer satisfaction. Your day-to-day will include:

Delivering Tier 1 & Tier 2 technical support professionally and efficiently
Troubleshooting issues remotely and on-site, escalating to Tier 3 when needed
Owning and resolving queries within agreed SLAs
Managing your ticket queue and documenting every step
Maintaining accurate client records and configuration changes
Creating and updating knowledge base articles for both clients and fellow engineers
Recommending IT system improvements and evaluating client infrastructure
Proactively managing Microsoft Exchange, Active Directory, cloud storage, DR, VoIP and more
Advising on hardware solutions (laptops, WAPs, storage devices, etc.)
Working with third-party vendors to solve software and hardware problems
Installing, repairing and configuring hardware, software and peripherals
Maintaining and modifying networking equipment and systems
Researching new technologies and recommending enhancements
Supporting IT projects—from design to implementation

2nd Line IT Support Engineer Qualifications, Experience and Attributes:

You’re confident, client-focused and technically sharp, with:

Strong hands-on experience with Windows 10 and macOS
Solid understanding of LAN/WAN/Wi-Fi networking
Proficiency in Windows Server 2012/2016/2019 and technologies like:
Active Directory, Hyper-V, DNS, DHCP, DFS, ADFS, FAP
Knowledge of PC setup, TCP/IP networking and system configuration

Experience with cloud platforms such as Office 365, Google Workspace, AWS or Azure
Ability to troubleshoot client-side apps (e.g. Microsoft Office)
Advanced problem-solving skills with a proactive mindset
Exceptional written and verbal communication, with confidence speaking to users at all levels

2nd Line IT Support Engineer Benefits:

Hands-on, varied workload—no dull days
Direct client interaction and real impact
Opportunity to shape IT systems and suggest improvements
Involvement in exciting infrastructure and implementation projects
Supportive, collaborative technical team

Ready to make your next move? Apply now and bring your expertise to a team that values initiative and innovation.

Please click ‘APPLY NOW’, or call the WSR Team at (phone number removed) for more info.

We appreciate the time and effort invested in your application. While we strive to respond to all applicants promptly, we kindly ask for your understanding in case of delays. If you do not hear from us within 10 days of submitting your application, please assume that, unfortunately, you have not been successful this time.

We will however keep your CV on file and review your suitability against any other vacancies we may have available