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2nd Line IT Helpdesk Support Engineer

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360 Resourcing Solutions

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Location:
United Kingdom , Waltham Abbey

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

28000.00 - 32000.00 GBP / Year
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Job Description:

This role sits within our IT team providing advanced technical support and act as the escalation point for complex incidents and service requests across the organisation. The role ensures the stability, reliability, and performance of core IT systems by diagnosing and resolving technical issues that go beyond 1st Line capabilities. This includes supporting critical business applications, maintaining system access and security, and delivering expert troubleshooting to minimise downtime for colleagues across all sites.

Job Responsibility:

  • Deliver expert 2nd line technical support across Windows, Microsoft 365, Teams, networking, hardware, and business‑critical applications
  • Troubleshoot escalated issues, diagnose root causes, and drive long‑term fixes while working closely with an MSP when required
  • Manage incidents and service requests within SLA, providing clear updates and ensuring high‑quality documentation
  • Support and administer core systems including Active Directory, Microsoft 365, endpoint security, MDM, and device builds/deployments
  • Maintain and support retail systems and specialised software used across the business
  • Contribute to IT projects such as system rollouts, upgrades, hardware refreshes, and new store openings
  • Improve IT processes, documentation, and knowledge base content, helping reduce ticket escalations
  • Provide excellent customer service, communicating clearly with users at all levels and mentoring 1st Line colleagues

Requirements:

  • Solid experience in a 2nd Line / Desktop Support environment with competent troubleshooting ability
  • Advanced knowledge of Windows 11, Microsoft 365, Exchange Online, Teams, and SharePoint
  • Confident administering Active Directory and supporting complex hardware, software, and networking issues (TCP/IP, DNS, DHCP, Wi‑Fi, VPN)
  • Excellent analytical skills with the ability to work independently, prioritise effectively, and perform under pressure

Nice to have:

  • Experience supporting retail or multi‑site environments
  • Exposure to MDM tools, CRM platforms (e.g., Zoho), and retail systems (Lightspeed, Adyen, Torex, Imagesound)
  • Familiarity with Azure AD/cloud security, ITSM/ITIL processes, imaging and deployment tools, and Ubiquiti networking
  • Understanding of cybersecurity principles and previous collaboration with MSPs
What we offer:
  • iTrent financial wellbeing package, powered by Stream, enabling access to earnings before pay day plus lots more discounts and savings benefits
  • Retail Trust membership – counselling, wellbeing and financial support for the retail industry
  • Colleague ‘Treats’ – numerous discounts on up to 800 high street retailers and online service providers from groceries to holidays and cinema trips
  • Colleague ‘We Care’ wellbeing & medical support services – online GP, mental health support, get fit programme and much more (including ‘Tooth Fairy’ dentist on demand)
  • 30% off Jollyes branded products (and 20% off other brands in store for your pet’s needs!) with discounts for our groomers and pet clinics too
  • Additional paid leave for your wedding, new pet coming home and your birthday off
  • Enhanced maternity / paternity leave
  • Discounted membership for David Lloyd Clubs - access to gym, pool, spa, classes, racquet sports, kids clubs and more

Additional Information:

Job Posted:
February 10, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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