2nd Line Engineer

IT Support Engineer – 2nd Line

Location: Erdington, Birmingham
Salary: Up to £35,000 per annum
Working Pattern: Hybrid – 4 days onsite, 1 day remote

About the Opportunity

We're recruiting for an IT Support Engineer to join an established and growing technology business based in Erdington, Birmingham.

This is a varied, hands-on position combining 1st and 2nd line technical support with systems administration, infrastructure maintenance and IT equipment deployments.

The successful candidate will provide technical support to internal users and external customers, troubleshooting hardware, software and network issues while helping to maintain and improve the wider IT environment.

This opportunity would suit an experienced IT Support Engineer looking to broaden their technical exposure, develop their infrastructure skills and work within a collaborative technical team.

Key Responsibilities

IT Support & Troubleshooting

• Provide day-to-day 1st and 2nd line technical support to internal users and external customers.

• Diagnose and resolve hardware, software, networking and end-user computing issues.

• Manage incidents and service requests through a ticketing system, ensuring timely resolution and escalation where necessary.

• Identify recurring technical issues and escalate trends or concerns to management.

• Assist colleagues with technical queries and provide guidance where required.

Systems Administration & Infrastructure

• Monitor, maintain and support IT infrastructure, including Microsoft Azure, local networks and endpoint devices.

• Assist with system upgrades, software installations and hardware replacements.

• Deploy and configure IT equipment, including desktops, laptops, mobile devices and peripherals.

• Support approved infrastructure changes, working directly on implementations or coordinating with third-party providers.

• Maintain accurate IT asset records and assist with equipment lifecycle management and disposal.

• Support and troubleshoot PaperCut Hive and PaperCut MF print management solutions.

Technical Development

• Keep up to date with emerging technologies and IT best practices.

• Participate in technical training and professional development opportunities.

• Develop knowledge of the wider technology and customer product portfolio.

• Work collaboratively with the wider support team to ensure consistent service delivery.

Skills & Experience Required

• Previous experience in a 1st / 2nd Line IT Support, IT Technician or Service Desk Engineer role.

• Strong troubleshooting skills across Windows operating systems, hardware and common business applications.

• Experience supporting Microsoft 365 environments.

• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP and LAN connectivity.

• Exposure to Microsoft Azure or cloud-based infrastructure.

• Experience installing, configuring and maintaining desktops, laptops and peripheral equipment.

• Familiarity with IT ticketing systems and incident management processes.

• Strong communication skills and a customer-focused approach.

• Ability to manage competing priorities and work independently when required.

Desirable Experience

• Experience with Microsoft Entra ID (Azure AD) and user administration.

• Knowledge of endpoint management and device deployment.

• Exposure to print management solutions such as PaperCut Hive or PaperCut MF.

• Experience supporting multiple sites or external customers.

• Previous involvement in infrastructure maintenance, upgrades or IT projects.

What's on Offer?

• Salary of up to £35,000, depending on experience.

• Hybrid working arrangement – 4 days onsite in Erdington and 1 day working remotely.

• Exposure to a varied technical environment covering end-user support, cloud infrastructure and systems administration.

• Opportunities for technical training and professional development.

• A collaborative working environment with the opportunity to broaden your technical skill set.

Apply Now

If you're an IT Support Engineer with strong troubleshooting skills and an interest in developing your infrastructure and systems administration experience, we'd be keen to hear from you.

Apply today to find out more about the opportunity.