2nd Line IT Support Engineer

2nd Line IT Support Engineer

FULL TIME – 40 HOURS

Salary: Competitive (Subject to knowledge and experience)

Location: Whiteley

Due to our continued growth, Corrigenda is looking to recruit an enthusiastic and dedicated 2nd Line IT Support Engineer to provide a broad range of day-to-day IT support services across our business. Based in Whiteley, Hampshire, with travel to other Corrigenda sites as required, the role will involve resolving technical incidents, supporting users, maintaining devices and infrastructure, and ensuring colleagues across the organisation can work effectively and securely.

Working as part of a small and hands-on IT team, you will support approximately 355 users, including a large field-based engineering workforce, and play a key role in managing and resolving escalated support issues across Microsoft 365, Windows devices, networking, security and mobile technologies. You will also assist with infrastructure projects, device deployments, system improvements and the ongoing development of our IT environment.

This is an excellent opportunity for an experienced IT support professional looking to broaden their technical expertise, contribute to business-critical projects and develop their career within a growing organisation that invests heavily in technology and builds many of its own internal systems and tools.

Key Responsibilities include (but not limited to)

  • Resolve 2nd line incidents and service requests through Autotask, meeting agreed response and resolution times
  • Take escalations from 1st line, and diagnose and fix issues across Windows devices, Microsoft 365, networking and mobile devices
  • Manage user accounts, permissions and access across Microsoft 365, Entra ID and line of business systems
  • Build, enrol and manage laptops, tablets and phones through Intune, and support the field engineer estate
  • Monitor endpoints and servers using Datto RMM, and act on alerts before they become incidents
  • Support new starters and leavers, including equipment, accounts and office IT set-up
  • Support network and security tooling, including WatchGuard firewalls, endpoint protection and backups
  • Help maintain our Cyber Essentials certification and follow security policies day to day
  • Support the Wildix phone system, including users, numbers and wallboards
  • Write and keep up to date knowledge base articles and how-to guides
  • Coach and support 1st line colleagues, including an IT apprentice
  • Take part in IT projects, such as device rollouts, office moves and the Office 365 migration

Knowledge, Experience and Skills

Essential

  • At least 2 years in an IT support role, including 2nd line or equivalent
  • Strong Windows 10 and 11 desktop support and troubleshooting
  • Microsoft 365 administration: Exchange Online, Teams, SharePoint and OneDrive
  • User and group management in Entra ID (Azure AD) and Active Directory
  • Device management with Intune or a similar MDM tool
  • Working knowledge of networking: DNS, DHCP, VPN, Wi-Fi and firewalls
  • Experience with a ticketing system and working to service levels
  • Clear communication with non-technical users, on the phone and in person
  • Full UK driving licence

Desirable

  • Experience with Autotask, Datto RMM or Splashtop
  • Experience supporting a mobile or field-based workforce
  • Familiarity with Cyber Essentials or similar security frameworks
  • VMware or server administration
  • Experience with WatchGuard and UniFi
  • Experience working on server migrations
  • A relevant qualification, such as CompTIA A+, Network+ or Microsoft MD-102

Benefit Package

• Competitive Salary
• Annual Salary Review
• Overtime Opportunities
• 31 days holiday inclusive of bank holidays
• Extensive Learning & Development opportunities, including opportunities for progression.
• Employee Assistance Programme – Offering guidance and advice on Personal, Health, Legal
and Financial queries.
• Bupa Cashplan – benefits covered include dental, optical, physiotherapy and a health &
wellbeing.
• Enrolment into our pension scheme
• Refer a friend reward scheme – worth £750 per referral

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