2nd Line Support

Role: 2nd Line Support Engineer (Contract)
Location: London, UK
Day Rate: £125 - £200 per day (Inside IR35)
Contract Role

Overview

We're looking for an experienced 2nd Line Support Engineer to join a fast-paced IT support function within a large enterprise environment in London.

This is a hands-on technical role supporting end users and resolving escalated incidents across a modern Microsoft-based environment. You'll be responsible for ensuring smooth day-to-day IT operations, maintaining service quality, and delivering timely resolution to technical issues.

Key Responsibilities

• Provide 2nd line technical support across hardware, software, and end-user issues
• Troubleshoot and resolve Windows 10/11 operating system issues
• Support Microsoft 365 (O365) applications including Outlook, Teams, OneDrive, SharePoint
• Manage user and group administration via Active Directory and Azure Active Directory (Entra ID)
• Provide support across Microsoft Azure services where applicable (identity, access, user/admin issues)
• Manage and support devices using Microsoft Intune (device management, policies, compliance, troubleshooting)
• Handle escalated incidents and ensure resolution within agreed SLA timeframes
• Support onboarding and offboarding of users, including account setup and access provisioning
• Diagnose and resolve issues with laptops, desktops, and peripherals
• Work closely with 1st line support to resolve escalated incidents
• Maintain accurate ticket documentation and technical records
• Contribute to continuous service improvement initiatives

Required Experience

• Proven experience in a 2nd line IT support role
• Strong knowledge of Windows 10/11
• Excellent experience supporting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Strong working knowledge of Active Directory and Azure Active Directory (Entra ID)
• Hands-on experience with Microsoft Intune (endpoint management, device compliance, policies)
• Good understanding of Microsoft Azure fundamentals
• Experience troubleshooting hardware, software, and endpoint issues
• Experience working in an SLA-driven, ticket-based environment
• Basic understanding of networking (DNS, DHCP, connectivity issues)