IT Operations 2nd Line Engineer

Closing Date: Friday 30th October 2026

Interviews: Week commencing 9th November 2026

Job Title: IT Operations 2nd Line Engineer

Location: Onsite - Leeds

Salary: £30,000 to £33,000

Job Type: Full Time – Permanent

• Do you enjoy getting to the root of complex technical issues and taking ownership through to resolution?
• Can you combine strong second-line support skills with practical systems administration across Microsoft 365, endpoints, identity, connectivity, and core business platforms?
• Can you bring sound judgement, clear communication, and a proactive approach to improving the stability and security of our IT environment?

If yes, then let’s get to the important stuff

The Role:

Provide 2nd line technical support and systems administration services across the Group, taking ownership of escalated incidents, resolving complex technical issues, and contributing to the stability, security, and continual improvement of the IT environment.

• Take ownership of escalated 2nd line incidents and service requests, carrying out detailed technical troubleshooting and resolution across endpoint, infrastructure, and Microsoft 365 environments.
• Administer and support core IT platforms including Microsoft 365, Active Directory, Group Policy, Intune, endpoint protection, telephony, backup, and related business systems.
• Investigate and resolve complex user, device, application, identity, connectivity, and access issues, ensuring accurate diagnosis, timely resolution, and clear communication throughout.
• Perform system administration tasks including user and access management, policy configuration, endpoint management, software deployment, patching, and maintenance of supported platforms.
• Monitor the health, performance, and security of IT systems, identify trends or recurring issues, and take proactive steps to improve service stability and reduce repeat incidents.
• Support the implementation and operation of security controls, vulnerability remediation, endpoint hardening, and technical measures aligned to internal standards and frameworks such as ISO 27001 and Cyber Essentials Plus.
• Contribute to root cause analysis for significant or recurring issues, documenting findings, corrective actions, and recommendations for service improvement.
• Create, maintain, and improve technical documentation, knowledge articles, support procedures, and configuration records to ensure accurate operational support information is available.
• Support internal IT projects and change activity by completing technical tasks, assisting with implementation, testing, and rollout, and ensuring changes are delivered in a controlled and well-communicated manner.
• Work closely with 1st line support and wider IT colleagues, providing technical guidance where required and ensuring appropriate escalation, knowledge sharing, and service continuity.
• Maintain accurate records within the ITSM platform, ensuring tickets, technical actions, asset information, and support outcomes are documented to a high standard.
• Provide flexibility for planned maintenance, patching, and change activity outside standard business hours where required, while maintaining professionalism, confidentiality, and adherence to company standards.

The Candidate:

• You will have practical experience in an IT support role and be ready to take the next step in your career. You will be able to troubleshoot methodically, demonstrate growing technical capability, and show the confidence and initiative to take greater ownership of more complex issues through to resolution.
• You will be confident supporting Microsoft 365, Active Directory, Group Policy, Intune, Windows endpoints, identity and access, networking, endpoint security, and related business systems.
• You will communicate clearly with colleagues at all levels, maintain accurate technical records, and balance a strong customer focus with security, governance, and operational discipline.
• You will be proactive, dependable, and keen to develop, with the judgement to prioritise competing demands, share knowledge with colleagues, and contribute positively in a busy IT Operations environment.

What you’ll get in return

As an Investors In People Platinum organisation, we pride ourselves on providing the highest quality experience for our people.

Financial

• Life Insura