RedRock Resourcing
2nd Line IT Support Engineer
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
2nd Line IT Support Engineer
Location: London (Hybrid)
I’m recruiting for a 2nd Line IT Support Engineer to join a leading organisation based in London. This is a great opportunity for an experienced IT Support professional with a broad technical background, who enjoys troubleshooting complex issues and ensuring the performance of IT systems.
Key Responsibilities:
- Own and resolve escalated 2nd Line support tickets, delivering timely solutions in line with agreed SLAs.
- Troubleshoot complex technical issues across hardware, software, systems and networks.
- Proactively identify recurring issues, investigate root causes and implement long-term fixes.
- Manage escalations to 3rd Line teams and third-party suppliers, ensuring clear communication and detailed handovers.
- Monitor and maintain the health, performance and security of core IT systems.
- Coordinate system updates, software deployments and patching activity while minimising business disruption.
- Support backup processes, ensuring critical data is protected and recovery procedures remain effective.
- Contribute to infrastructure projects, system improvements and post-implementation reviews.
- Create and maintain accurate technical documentation, processes and knowledge-base content.
- Act as a technical point of contact for 1st Line Support, providing guidance and mentoring where required.
- Work closely with wider IT teams and suppliers to deliver reliable and cost-effective technology solutions.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Skills & Experience:
- Hands-on experience supporting Microsoft 365 / Google Workspace environments.
- Strong knowledge of Windows and macOS endpoint environments, including tools such as Intune or Jamf.
- Solid understanding of networking fundamentals, including LAN/WAN, DNS, DHCP and VPNs.
- Proven ability to diagnose complex technical problems and identify underlying causes.
- Strong communication and stakeholder management skills, with a customer-focused approach.
- Comfortable managing competing priorities and delivering work against project deadlines.
- Experience producing clear and accurate technical documentation, processes and procedures.
- Awareness of IT service management principles and industry best practices.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
An excellent opportunity to join a leading organisation during a period of growth and change. Please send CV for full job description and an informal chat.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Location