IT Support Engineer - 2nd / 3rd line support

IT Support - 2nd / 3rd line

+DV cleared - current active clearance is essential

+Sole British national - due to nature of the project

+ON site in Reading

+6 months +

+Inside IR35

+ 80 - 87 ph

We are currently recruiting an experienced IT Support Engineer to join an onsite end-user support team within a large, secure and business-critical environment.

This is a hands-on, all-round IT support role operating primarily at 2nd Line, with exposure to 3rd Line activities. You will be responsible for resolving escalated technical issues, supporting end users and maintaining a wide range of IT equipment and services.

The role offers plenty of variety, covering desktop and laptop support, hardware break/fix, Windows 10/11, Microsoft 365, Active Directory, managed print, conference room technology and VIP support.

We are looking for a technically capable and customer-focused IT generalist who enjoys troubleshooting, takes ownership of issues and is confident working in a fast-paced, secure enterprise environment.

Key Responsibilities

• Take ownership of 2nd Line incidents and service requests, ensuring timely resolution within agreed SLAs.

• Provide hands-on laptop, desktop and peripheral support, including hardware break/fix, repairs, rebuilds and device replacements.

• Build, configure and deploy new and refurbished IT equipment.

• Troubleshoot Windows 10/11, Microsoft 365, endpoint encryption, BitLocker, drivers and user profile issues.

• Perform day-to-day Active Directory administration, including user accounts, groups, passwords and account lockouts.

• Support HP multifunction printers and managed print services.

• Provide walk-up support through the onsite Tech Bar, including new starter setups and loan equipment.

• Support conference room and AV technology, including VIP users and senior stakeholders.

• Carry out basic network troubleshooting, CAT5 and fibre patching, and connectivity checks.

• Assist infrastructure teams with first-level server and infrastructure checks, escalating more complex issues where required.

• Maintain accurate asset records, support device refresh programmes and contribute to knowledge documentation.

• Work with third-party suppliers, providing hands-and-eyes support and clear technical diagnostics when escalating issues.

Essential Skills & Experience

• Experience working within an IT Service Desk, Desktop Support or IT Support environment in a medium or large enterprise.

• Previous 2nd Line IT support experience, although strong 1st Line engineers looking to progress will also be considered.

• Hands-on hardware troubleshooting and break/fix experience with enterprise devices (HP, Lenovo or Dell).

• Strong knowledge of Windows 10/11 and Microsoft 365.

• Experience with device builds, imaging, drivers, BitLocker and software troubleshooting.

• Practical Active Directory administration experience and an understanding of Group Policy.

• Experience supporting HP multifunction printers.

• Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi and VPN.

• Basic understanding of Windows Server and file and print services.

• Familiarity with ITIL processes, incident management, SLAs and ITSM tools such as ServiceNow.

• Excellent communication and customer service skills, with confidence supporting senior and VIP users.

• Must hold current, valid DV Security Clearance.

• Must be a Sole British National.

If you'd like to discuss this IT Support role in more detail, please send your updated CV to (url removed) and I will get in touch.