IT Support Engineer
SoCode Limited
35-40K
We’re working with a growing organisation that is looking for a 2nd Line IT Support Engineer to join its internal IT team.
This is a great opportunity for an experienced IT support professional who combines strong technical troubleshooting skills with excellent communication and customer service. A key part of the role will be supporting senior stakeholders and C-suite users, so the ability to communicate confidently, professionally and calmly when resolving IT issues is essential.
The RoleYou’ll provide 2nd Line technical support across the business, taking ownership of escalated issues and ensuring users receive a high-quality IT experience.
You’ll work across a mixed Mac and Windows environment, supporting everything from day-to-day desktop issues through to networking, AV and endpoint management.
Your responsibilities will include:
- Providing 2nd Line IT support across hardware, software and user issues.
- Supporting Windows and macOS environments.
- Troubleshooting laptops, desktops, peripherals and mobile devices.
- Managing and supporting Apple devices using Jamf.
- Supporting Microsoft technologies and general business applications.
- Troubleshooting basic networking issues, including connectivity, Wi-Fi, DNS and DHCP.
- Supporting meeting rooms, video conferencing and AV equipment.
- Escalating more complex infrastructure or application issues where appropriate.
- Managing tickets and ensuring incidents are resolved within agreed SLAs.
- Supporting and troubleshooting issues for C-suite and senior stakeholders.
- Assisting with IT projects, upgrades, deployments and improvements.
- Maintaining clear and accurate technical documentation.
You’ll need to be comfortable dealing directly with senior executives, explaining technical problems in straightforward language and remaining calm when dealing with urgent or high-profile issues.
You should have:
- Proven experience in a 2nd Line IT Support / IT Engineer position.
- Strong all-round IT support and troubleshooting skills.
- Experience supporting both Windows and Mac environments.
- Practical experience with Jamf and Apple device management.
- Good understanding of basic networking principles.
- Experience supporting AV and meeting room technology.
- Excellent verbal and written communication skills.
- A professional, customer-focused approach.
- Strong troubleshooting and problem-solving abilities.
- The confidence to work independently and take ownership of issues.
- Experience supporting senior stakeholders or C-suite users would be highly advantageous.
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