Harvey Nash
2nd Line Support Analyst - London
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IT Support Engineer (2nd Line)
Location: London
Salary: £35,000–£38,000 per annum plus excellent benefits
Working Pattern: Initially on site, moving to hybrid after a settling-in period
About the Role
We are seeking an experienced and proactive IT Support Engineer (2nd Line) to join an internal IT team based in Central London. This is an excellent opportunity for someone who enjoys hands-on technical support and wants to develop their skills across Microsoft 365, Azure, networking, and cybersecurity technologies.
The role will involve supporting users across the organisation, providing first and second-line technical support while helping maintain and improve the IT infrastructure, Microsoft 365 environment, cybersecurity posture, and business systems.
Working closely with the IT Manager, you will take ownership of technical issues, contribute to IT projects, and play an important role in delivering a secure, reliable, and efficient IT service across the business.
Key Responsibilities
- Provide first and second-line IT support to employees across the organisation.
- Take ownership of incidents and service requests from investigation through to resolution, ensuring excellent customer service throughout.
- Support and administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, Entra ID, and Intune.
- Configure, deploy, and maintain laptops, desktops, mobile devices, printers, and other IT equipment.
- Troubleshoot Windows, Microsoft 365, networking, VPN, printing, hardware, and application issues.
- Support and maintain network infrastructure, including switches, wireless networks, and firewalls.
- Assist with Azure services, infrastructure upgrades, and IT improvement projects.
- Assist with planning, testing, and implementing new technologies and business systems.
- Support cybersecurity activities, including endpoint protection, patch management, vulnerability remediation, and access management.
- Create and maintain accurate technical documentation, support procedures, and knowledge articles.
- Identify recurring issues and recommend improvements to systems, processes, and user experience.
- Work closely with third-party suppliers where required to resolve technical issues.
- Provide guidance and technical support to junior members of the IT team as the department grows.
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Essential Skills & Experience
- Experience in a 2nd Line IT support role or equivalent.
- Strong troubleshooting skills across Windows 11, Microsoft 365, and end-user computing.
- Excellent working knowledge of Microsoft 365 administration and support.
- Experience supporting Microsoft Entra ID, Exchange Online, Teams, SharePoint, and OneDrive.
- Experience administering Microsoft Intune or another endpoint management platform.
- Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and VLANs.
- Experience using service desk and ticket management systems.
- Experience supporting both office-based and remote users.
- Strong analytical and problem-solving skills with a logical approach to troubleshooting.
- Excellent communication and customer service skills with the ability to explain technical concepts to non-technical users.
- Demonstrable experience managing technical issues independently with minimal supervision.
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