IT Support Engineer; 2nd​/3rd Line Support

IT Support Engineer (2nd / 3rd Line Support)

Northampton (Hybrid)

Monday – Friday, full time permanent

Up to £35,000 DOE

We are seeking an experienced IT Support Engineer with proven 2nd and 3rd Line Support expertise to join our clients growing team. The successful candidate will be responsible for resolving technical issues, maintaining IT infrastructure, supporting business-critical systems, and contributing to IT projects and continuous improvement initiatives.

This role requires strong troubleshooting skills across desktop, server, network, cloud, and security technologies, along with the ability to provide technical leadership and escalation support to 1st Line Service Desk teams.

Key Responsibilities:

Provide 2nd and 3rd Line technical support for users across multiple locations.
Investigate, troubleshoot, and resolve complex hardware, software, network, and infrastructure issues.
Act as an escalation point for Service Desk teams.
Support Microsoft 365 services.
Monitor system performance and proactively identify and resolve potential issues.
Configure and support networking equipment including switches, routers, firewalls, VPNs, and wireless infrastructure.
Perform system upgrades, patch management, and software deployments.
Maintain accurate documentation, knowledge base articles, and technical procedures.
Support backup, disaster recovery, and business continuity processes.
Collaborate with third-party vendors and service providers when required.
Ensure compliance with IT security policies and best practices.

Required

Skills & Experience:

Previous experience in a 2nd or 3rd Line IT Support role.
Experience supporting enterprise IT environments.
Excellent troubleshooting and problem-solving skills.
Strong customer service and communication abilities.
Ability to manage multiple priorities and work independently.
Knowledge of cybersecurity tools and best practices.
Relevant IT qualification or degree desirable
Microsoft certifications (M365, Azure, Windows Server) desirable.
Strong analytical and troubleshooting mindset.
Excellent communication and stakeholder management skills.
Proactive and self-motivated approach.
Ability to work under pressure and meet deadlines.
Team player with a collaborative attitude