Second Line Technical Support Engineer

Are you a highly skilled Second Line Technical Support Engineer looking to advance your career by joining an MSP to work on a permanent client secondment in Central London?

Krome Technologies is a dynamic, people first technology consultancy delivering a wide portfolio of IT services and solutions across all industry sectors. Our core focus is assisting our clients with achieving their business goals through relevant and forward-thinking technology solutions.

With passion, a high level of integrity along with proven success, we work with our clients as a trusted business partner, advising on how, with appropriate technology advancements, we can help achieve their current and projected business demands.

Our talented people drive us forward, and we believe in encouraging a strong culture of Community, Confidence, and Integrity.

An excellent opportunity has emerged for a Second Line IT Support Engineer to join our client's IT team full time at their London head office, close to Goodge Street Station.

You will be the permanent on-site engineer for the office, resolving escalated incidents and service requests, supporting staff in person and remotely and keeping devices and asset records accurate.

You will work alongside a rotating First Line colleague and act as the consistent point of continuity on site. Day-to-day direction will come from the client's IT Service Management lead.

• Follow agreed handover standards and templates to ensure continuity of support, effective knowledge transfer and seamless transition of work between engineers and support teams
• Provide face-to-face support to staff, including senior executives and remote support to colleagues at other locations and across time zones
• Resolve second-line incidents and requests within agreed service levels, performing appropriate troubleshooting, diagnostics and remediation activities before escalation to specialist teams where required
• Take ownership of incidents and service requests through to resolution, coordinating with internal and external support groups as necessary
• Build, deploy, upgrade and retire laptops and peripherals, including Windows 11 upgrades and device enrolment
• Maintain complete, accurate and auditable asset records throughout the device lifecycle, ensuring all deployments, swaps, repairs, returns and disposals are recorded in accordance with agreed processes
• Support meeting rooms, Teams calling and conferencing equipment, printers and other on-site technology
• Follow documented procedures and service management processes and help improve them
• Maintain comprehensive ticket documentation, investigation notes and handovers, ensuring all troubleshooting steps, findings and actions are recorded before escalation or transfer
• Guide and support First Line colleagues on site
• Occasionally work outside core hours for planned activities, such as building power-downs or post-change checks, by prior arrangement

• At least two years in a second-line desktop or end-user support role
• Demonstrable experience of structured troubleshooting and root cause identification prior to escalation
• Experience maintaining high-quality ticket records, technical documentation and support handovers
• Experience working within ITIL-aligned service management processes and standards
• Proven ability to manage competing priorities while providing high-quality support to senior stakeholders and executive users
• Windows 10 and 11 support and deployment
• Microsoft 365 administration at support level:
  Exchange Online, Teams, One Drive and Share Point
• Active Directory and Entra  and device management
• Microsoft Intune, including device enrolment and management across Windows and mobile devices
• An ITSM ticketing tool, working to…