Second Line Support Engineer (SC Cleared)

We are seeking an experienced 2nd Line Tech Bar Engineer to provide high-quality, customer-facing technical support across onsite and remote environments. This role acts as an escalation point from 1st line support, resolving more complex technical issues while delivering an excellent end-user experience in secure, fast-paced environments.

You will work closely with wider IT, infrastructure, and security teams to ensure incidents and requests are resolved efficiently and in line with agreed service levels and security standards.

Key Responsibilities:

• Provide 2nd line technical support to end users via Tech Bar (onsite) and remote channels.
• Act as an escalation point for incidents and service requests unresolved at 1st line.
• Troubleshoot and resolve issues across macOS, Windows, iOS, and Android devices.
• Support Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive.
• Configure and support end-user hardware (laptops, mobiles, printers) and software (M365, MDM, VPN).
• Perform root cause analysis and document fixes within the knowledge base.
• Support user onboarding, device provisioning, and basic user training.
• Escalate complex issues to 3rd line teams or vendors, retaining ownership through to resolution.
• Collaborate with infrastructure, application, and security teams to deliver seamless support.
• Contribute to continuous service improvement by identifying trends and recommending solutions.
• Ensure adherence to ITIL-aligned service management processes and ISO 27001 standards.

Required Skills and Experience:

• 2-5 years' experience in a 2nd line support or Tech Bar environment.
• Strong macOS support experience, with additional exposure to Windows, iOS, and Android.
• Hands-on experience supporting Microsoft 365 services.
• Working knowledge of Active Directory, Azure AD / Entra ID, and identity management.
• Experience using ITIL-based service management tools (e.g. ServiceNow, Jira).
• Strong troubleshooting skills with a customer-focused, face-to-face support approach.
• Ability to manage and prioritise incidents in line with SLAs.

Desirable Skills and Experience:

• ITIL Foundation certification.
• Microsoft 365 Administrator and/or Apple certifications.
• Experience with security and access management tools such as:
  • Okta
  • Zscaler
  • Microsoft Intune and/or Workspace ONE
• Previous experience supporting VIP or high-profile users.
• Exposure to ISO 27001 or ISO 9001-compliant environments.
• Active SC Clearance (transferable).