Second Line Support Engineer

Overview

In this role you will provide second-line IT support to colleagues, handling escalations and driving automation to improve service delivery. You will work with cross-team tech and business units to resolve complex issues, document procedures, and implement improvements while keeping customer experience at the forefront. The role combines hands-on support with project work within Technology Services, offering exposure to enterprise systems and regulatory considerations. A strong automation focus and proactive problem solving will shape impactful service outcomes.

Pay / Benefits

• 25 days holiday
• 6% pension with matched contributions
• Discretionary bonus scheme
• Share schemes including free shares and BAYE
• Health Cash Plan and discounted private healthcare
• Free onsite gym

Responsibilities

• Provide 2nd line support in-person and remote (MS Teams, phone, remote tools)
• Identify opportunities for automation and standardisation within Service Delivery
• Plan and execute technology projects within Technology Services
• Maintain documentation and educate the Service Desk on IT best practices and complex technologies
• Own technical issues and drive resolution, including interactions with third parties
• Liaise with team for support/escalation, delivering accurate information for escalated calls
• Install, maintain, and support new applications
• Review service delivery, delivery and patching processes
• Administer backup and restore operations
• Collaborate with business and technical teams to enhance service delivery
• Ensure duties protect customers and improve customer experience
• Support the business to meet regulatory requirements including consumer duty

Key requirements

• Excellent customer service and communication skills; able to explain technical issues to non-technical customers

• Excellent communication
• Customer-focused
• Team collaboration
• Entra/Active Directory
• Windows 11
• Group Policy

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