2nd Line Support


Ellen Codling

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Role: 2nd Line Support Engineer

Salary: £29k + Significant Benefits Package & Progression

Location: Camden, London (8am-4:30pm, 8:30am-5pm, 9am-5:30pm and 9.30am-6pm)

Are you an experienced Helpdesk Operator / 1st Line Support Technician with excellent communication skills, a great personality and passion for the Customer Support element of the role?

You will have the ability to resolve a variety of technical queries calmly, confidently, and clearly.

Responsibilities / Technologies:

  • Capability of working independently, remotely, and confidently on a wide range of products
  • Perform onsite installations and troubleshooting on a varied software or hardware environment
  • Good all-round understanding of hardware maintenance/break-fix
  • PC and Laptop imaging
  • VC Support
  • Citrix support
  • Printer support
  • Installations, move and changes
  • Supporting Microsoft Windows 10 and Mac OS
  • Active Directory
  • Microsoft 365 Applications
  • Flexibility – Nationwide travel may be required


  • Previous 1st Line Support / IT Helpdesk / IT Technician experience
  • Excellent Communication skills (verbal and written)
  • Punctual, reliable, and well presented
  • Passionate, professional, with a ‘can-do’ attitude at all times
  • Willing and able to deal with problem situations on a daily basis
  • Communicates honestly, openly, and consistently well showing attention to detail and remaining calm and patient when under pressure
  • Outstanding Time Management and Organisational skills


  • Previous 2nd Line Support experience
  • CompTIA A+
  • CompTIA Server +
  • CompTIA Network +
  • ITIL Foundation

Search Terms: IT Support, Helpdesk, IT Technician, Communication, Microsoft 365, Active Directory, Windows 10, Mac OS, Troubleshooting, Break-fix, Printer, Citrix, VC, PC, Laptop, Hardware, Software, 1st Line Support, 2nd Line Support.

If you wish to apply for this position, please email us at apply@som-3.com