Second Line Support Engineer

Morson Talent • TRAFFIC • London, City, United Kingdom • £200 / * • 1d ago

Second Line Support Engineer - £200 per day - Inside IR35 - 5 days a week on site St Mary Axe - 6 Month Contract.

About the Role -

My client, a leading building and civil engineering company, is seeking a proactive and customer-focused Second Line Support Engineer to join their Service Desk team. The Service Desk is the key interface for end users, ensuring IT delivers excellent service and protects its reputation.

You'll be responsible for handling a broad range of tickets-covering hardware, software, Microsoft technologies, collaboration tools, and office AV systems-while working closely with senior stakeholders, including Chairmen, CEOs, CFOs, and other C-Suite executives.

The role demands exceptional communication skills, strong technical expertise, and a service-first mindset. An ITIL-based approach underpins all aspects of service delivery.

Key Responsibilities -

Answer and resolve Service Desk queries in a timely and professional manner
Handle tickets across laptops, desktops, mobile devices, Microsoft applications, and enterprise tools
Triage issues effectively and escalate to relevant teams when required
Troubleshoot Microsoft applications, Teams Rooms, and office AV/meeting room technology
Provide support across hardware, software, and network-related issues
Ensure effective ticket management, root cause analysis, and documentation of remedies
Contribute to continuous improvement by updating knowledge bases and encouraging self-service
Deliver a consistent high-quality experience when supporting senior executives and C-Suite users

What We're Looking For -

Previous experience in a Second Line Support Engineer or IT Support Analyst role
Proven ability to support senior stakeholders (Chairman, CEO, CFO, C-Suite) with discretion and professionalism
Strong technical troubleshooting skills across a wide range of IT services
Excellent communication skills, patience, and customer empathy
Ability to adapt and learn in a fast-paced environment
Familiarity with ITIL processes and service management best practices

Key Technologies You'll Use -

A broad mix of technologies, typically including:

Microsoft 365 Suite (Outlook, Word, Excel, PowerPoint, OneDrive, SharePoint)
Microsoft Teams (including Teams Rooms and telephony)
Windows 10/11 device management
Intune / SCCM (device deployment, patching, compliance)
Active Directory / Azure AD (user and group management, permissions)
Exchange Online
ServiceNow / Remedy / Freshservice (ticketing & ITSM tools)
Mobile Device Management (MDM) solutions
Networking basics (LAN/WAN/Wi-Fi troubleshooting, VPN)
AV/Meeting Room Tech (Zoom Rooms, Teams Rooms, projectors, video conferencing hardware)
Printers and peripheral devices
Remote access tools (RDP, Citrix, VPN clients)

What Success Looks Like -

High rate of first-time ticket resolution with minimal escalation
Clear communication and proactive updates for end users
Demonstrated fault-finding and root cause analysis
Positive feedback from C-Suite and end users alike
Continuous improvement of Service Desk efficiency and knowledge base

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