Second Line Support Engineer

Pineapple Recruitment is partnering with a leading public and healthcare sector shared-services provider to recruit a Second Line Support Engineer. Supporting over 8,000 users across 100+ sites including local council services, NHS Trust, ICBs, schools, and GP practices where you will join an established IT team delivering critical 2nd-line remote technical support.

This is a fantastic opportunity for a technically minded professional to manage complex resolutions within SLA timescales, utilising enterprise-level management tools, systems, and security infrastructure.

Hybrid Working Setup

The role offers exceptional working flexibility. During your initial onboarding period, you will be based primarily on-site at the Hereford office to get fully up to speed with processes and systems. Once fully confident, you will transition to a highly flexible hybrid model, with most team members choosing to work from home up to 90% of the time (attending the office only when required for specific business needs).

Key Responsibilities

• 2nd-Line Remote Support: Diagnose and resolve complex technical incidents, problems, and change requests across desktop hardware, mobile devices, operating systems, and business applications within SLA targets.
• Systems & Access Administration: Manage user networks, application accounts, Active Directory, Exchange (2016/O365), and local/client server environments.
• Deployment & Security: Package, test, image, and deploy software across end-user devices while maintaining desktop security (anti-virus, encryption, data loss prevention, and port security).
• Infrastructure & Asset Management: Perform routine maintenance and patching on desktop systems, server infrastructure, and backup devices while maintaining software asset records and inventories.
• Service Quality & Mentoring: Contribute to continual service improvement, assist in training junior support staff, and liaise with third-party suppliers and internal agencies.