IT Support Engineer; 2nd Line

Role Overview

We are seeking a security-minded IT Support Engineer to manage our day-to-day service desk operations and support our cloud infrastructure. Reporting directly to the IT & Info Sec Manager and working alongside a Senior Engineer, you will manage 1st, 2nd and some 3rd line support issues, deliver end-user software training, work within larger projects and enforce robust security controls across our Microsoft 365 and Azure environments.

• Helpdesk Operations:
  Triage, manage, and resolve daily 1st 2nd and some 3rd line support tickets, escalating high-level infrastructure or complex security incidents to senior staff.
• M365 & Azure Security Administration:
  Manage user life cycles, Conditional Access policies, role-based access controls (RBAC), and group management across Microsoft 365 and Entra  (Azure AD).
• Info Sec & Compliance Support:
  Assist the IT & Info Sec Manager with security posture management‑monitoring security alerts (Microsoft Defender), enforcing Intune endpoint compliance, overseeing patch management, and supporting audit readiness.
• User Training & Security Awareness:
  Onboard new starters and deliver ad-hoc user training on cyber hygiene, security best practices, and daily software tool usage.
• On-Site Technical Support:
  Provide hands-on hardware setups, local network troubleshooting, and physical workspace support at our Hammersmith office location.

• Security Clearance:
  Must hold or be eligible to obtain UK Security Check (SC) clearance (requires minimum 5 years continuous UK residency).
• Technical
  
  Experience:
  
  2nd-line administration of Microsoft 365, Entra  (Azure AD), Intune, Conditional Access, Defender, Azure services.
• Google Workspace desirable.

Proven track record working in high-security, defense, or heavily regulated environments with strict governance standards. This position will be onsite Mon-Thu with Fridays remote.

• Compensation:
  Competitive Pay – Salaries reviewed annually to ensure they reflect your performance and market value.
• Loyalty Pension:
  We invest in your future. Starting at a 5% employer contribution, we increase this by 0.5% every year after your third anniversary, up to a maximum of 8%.
• Protection:
  Comprehensive Group Life Assurance for peace of mind.

• Real Impact:
  Work on mission-critical projects that secure and improve the UK's digital infrastructure.
• Autonomy: A culture that empowers you to make decisions, prototype rapidly, and iterate towards success.
• Service & Community:
  We support those who serve.
• 10 paid days for Reservist Military Service

• Time Off – 25 days annual leave + Bank Holidays, with the flexibility to Buy/Sell additional days to suit your lifestyle.
• Giving back: 2 paid volunteering days per year.

• Master Your Craft:
  Fully funded professional certifications (AWS, GCP, Agile, etc.) supported by 5 days paid study leave.
• Expand Your Horizons:
  An additional £500 annual "Personal Choice" fund to learn whatever inspires you-work-related or not.
• Support:
  Access to 1-2-1 professional coaching and team training to accelerate your career.

• Premium Health:
  Vitality Private Medical Insurance (includes Apple Watch, gym discounts, and rewards).
• Flexibility:
  Genuine hybrid working with a WFH equipment allowance to perfect your home setup.
• Wellbeing:
  Cycle to Work scheme and a commitment to sustainable, healthy working practices.