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2nd Line Support Engineer – TOWER BRIDGE

  • £30000 - £40000.00
  • London, Permanent
  • Date posted: 13th June 2019

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2nd Line Support Engineer

2nd Line / Infrastructure / Windows / Active Directory / Exchange / SCCM / TCP/IP

Location: Tower Bridge, London

My client are a highly professional services organisation with sites across the UK. This is a fantastic opportunity to join a business who truly cares about their employees, offering exceptional benefits and a first class working environment.

The purpose of the role is to provide desktop support on an award winning service desk to over 900 colleagues working remotely or within our 5 office locations, dealing with incidents or service requests that have been escalated from the 1st line team. The majority of the role will involve troubleshooting and resolving incidents ‘in person’ at a colleague’s desk or working area, therefore excellent interpersonal an communication skills are required.


  • Troubleshooting and resolve incidents and service requests that have been escalated from the 1st line team, providing feedback to 1st line to facilitate their knowledge
  • Liaise with our 3rd line team to seek resolutions to incidents and service requests, ensuring these are documented and knowledge distributed amongst the team
  • Ensure all IT issues raised via various incoming channels (E.G. Via phone, email or our self-service portal) are logged as an incident or service request as appropriate within our ticketing system
  • Build and configure laptop, Surface Pro and desktop hardware for new colleagues, ensuring these are
  • completed to a high standard and meet the quality check criteria
  • Setup and test internal video conferences in accordance with our online room booking system
  • Complete regular system testing outside of business hours after significant upgrades have taken place
  • (E.G. Server security patches have been applied, software version upgrades etc)
  • Troubleshoot hardware issues with MFDs, laptops, desktop PCs and Surface Pro tablets, using knowledge to resolve in house where possible, or escalate to suppliers for warranty repairs

Key Skills:

  • Experience of user account administration within Active Directory and Exchange 2010
  • Knowledge of Windows 7 and Windows 10 Enterprise environments
  • Excellent knowledge of Microsoft Office 2010 (including Word, Excel, Outlook and Power Point)
  • Knowledge of Microsoft SCCM 2010
  • Good knowledge of laptop and desktop PC hardware components
  • Knowledge of RSA token management and administration
  • Knowledge of the FileSite document management system would be advantageous
  • Exceptional attention to detail, ensuring accuracy in all communications
  • ITIL v3 (desirable)

This is a permanent opportunity with a salary up to £40,000 including a truly amazing benefits package!

If this role is of interest and you would like to find out more please do not hesitate to give us a call and ask for Trevor on 0121 234 7100 or drop me line on

Apply now

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