1st/2nd Line Support Engineer

• 23/10/25
• North West, Manchester
• £28k - 32k per year
• Permanent
• Cloud Infrastructure, SRE & DevOps
• Full time

1^st/ 2^nd Line Support Engineer

Location: Altrincham

Salary: £32,000 per annum

About the Role

Are you a hands-on IT professional with a passion for troubleshooting and delivering high-quality end-user support? I am currently looking for a 2nd Line IT Support Engineer to join a leading organisation in the professional services sector, based in their modern offices in South Manchester. As a 1^st/ 2^nd Line Support Engineer, you'll be a key member of the internal IT team, responsible for providing day-to-day technical support across the business. You'll handle escalations from the service desk, work on a variety of end-user and infrastructure-related tasks, and contribute to maintaining a smooth and secure IT environment.

Key Responsibilities

• Provide 1^ST/2^nd line support across the organisation (hardware and software).
• Troubleshoot and resolve issues related to:
• Windows OS & Office 365
• Active Directory & Group Policy
• Endpoint patching and compliance
• Apple mobile device support
• Laptop and desktop break/fix and setup
• Assist in general end-user IT support, both face-to-face and remotely.
• Collaborate with the wider IT team to escalate infrastructure or network-related issues.
• Support asset and hardware procurement and ensure appropriate stock levels.
• Maintain accurate documentation and follow ITIL-aligned service desk processes.

Key Skills & Experience

• Solid experience in a 2nd line or advanced service desk role.
• Strong knowledge of Windows 10/11, Office 365, Active Directory, and Group Policy.
• Experience with endpoint patching tools and hardware support.
• Familiarity with mobile device support, particularly Apple/iOS.
• Confidence in supporting end users in a busy, professional environment.
• Proactive attitude with the ability to prioritise tasks and work independently or as part of a team