637003 2Nd Line Support

Role: 2nd Line Support Engineer (Contract) Location: London, UK Day Rate: £125 - £200 per day (Inside IR35) Contract Role OverviewWe're looking for an experienced 2nd Line Support Engineer to join a fast-paced IT support function within a large enterprise environment in London.This is a hands-on technical role supporting end users and resolving escalated incidents across a modern Microsoft-based environment. You'll be responsible for ensuring smooth day-to-day IT operations, maintaining service quality, and delivering timely resolution to technical issues. Key ResponsibilitiesProvide 2nd line technical support across hardware, software, and end-user issuesTroubleshoot and resolve Windows 10/11 operating system issuesSupport Microsoft 365 (O365) applications including Outlook, Teams, OneDrive, SharePointManage user and group administration via Active Directory and Azure Active Directory (Entra ID)Provide support across Microsoft Azure services where applicable (identity, access, user/admin issues)Manage and support devices using Microsoft Intune (device management, policies, compliance, troubleshooting)Handle escalated incidents and ensure resolution within agreed SLA timeframesSupport onboarding and offboarding of users, including account setup and access provisioningDiagnose and resolve issues with laptops, desktops, and peripheralsWork closely with 1st line support to resolve escalated incidentsMaintain accurate ticket documentation and technical recordsContribute to continuous service improvement initiatives Required ExperienceProven experience in a 2nd line IT support roleStrong knowledge of Windows 10/11Excellent experience supporting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)Strong working knowledge of Active Directory and Azure Active Directory (Entra ID)Hands-on experience with Microsoft Intune (endpoint management, device compliance, policies)Good understanding of Microsoft Azure fundamentalsExperience troubleshooting hardware, software, and endpoint issuesExperience working in an SLA-driven, ticket-based environmentBasic understanding of networking (DNS, DHCP, connectivity issues)