ICT 2nd / 3rd Line Support Engineer


Ellen Codling

Salary from



Hemel Hempstead




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Role: ICT 2nd / 3rd Line Support Engineer

Salary: To £35k + on call, overtime & benefits package

Location: Hybrid – WFH / attending office at Hemel Hempstead, Hertfordshire


Are you an experienced 2nd Line Support Technician with circa 2+ years’ experience on the client side in Microsoft Windows 10, Server 2016, Automation (PowerShell), System Deployment using MDT, SCCM, Intune or SOTI? This could be the role for you!

Our client is a long-established UK business that operates globally with a strong focus on IT infrastructure to support logistics.

The successful candidate will provide an advanced level of incident and request resolution to ensure that personnel throughout the organisation can access and utilise the software and resources they need to conduct their daily activities.


  • Advanced knowledge of Microsoft client operating systems and applications (O365)
  • Strong Citrix Virtual Desktop administration
  • Ability to follow process and procedure correctly as well as accurately
  • 2 years’ experience in a similar role
  • GCSE level education
  • Good understanding of deployment technologies (MDT, SCCM or WDS)
  • Basic knowledge of Microsoft server operating systems and services
  • Advanced Active Directory administration (Users and Computers)
  • Advanced hardware diagnostics and fault finding
  • Strong administration skills in (at least) one of: VMware, Citrix Hypervisor or Hyper-V
  • Good Azure administration skills
  • Good understanding of LAN and WAN network topologies


  • ITIL qualification
  • MCP(s) or equivalent
  • A desire to move into a 3rd Line Support role
  • Experience working in a multi-national organisation

Key Accountabilities:

  • Provide 2nd line Incident identification, support and troubleshooting of all ICT Systems, Software and Hardware
  • Responsible for client-side application installation, configuration, and deployment
  • Develop test-criteria plans for client estate
  • Ownership of client-side application UAT testing
  • Take ownership of logged Incidents and Requests through to resolution
  • Follow up the status of all assigned Tickets and ensure effective communication is provided at all stages
  • Ensure Tickets escalated from Resolver Groups are actioned swiftly and accurately
  • Utilise any opportunities for mentoring and cross-training of junior team members
  • Ensure Tickets escalated to more senior Resolver Groups are correctly and fully documented and investigated beforehand
  • Work with internal Resolver Groups to always ensure excellent service
  • Consult with external support providers through to resolution
  • Ensure Service Desk Tickets are managed within SLAs
  • Take ownership of Service Desk knowledge base articles, ensuring they are kept current and up to date
  • Provide site visits and desk side support, as required
  • Procurement and provisioning of new hardware and software
  • Provide out of hours support

Behavioural Competencies:

  • Strong customer focus
  • Excellent communication and documentation writing skills
  • Team player
  • Motivated individual who can work to deadlines and within set SLAs

Search Terms: 2nd Line Support, 3rd Line Support, LAN, WAN, Azure, Citrix, Active Directory, Hardware, MDT, WDS, Microsoft, Software, Troubleshooting, SCCM, Desktop Support, Deskside Support, Remote Support.

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