2nd Line Support Engineer
- manchester, england, M1, United Kingdom
- Hybrid
Job Description
Futures are partnering with a police force in the North West to recruit an experienced 2nd Line Support Operator to join their IT & Digital function. This is an excellent opportunity to support critical policing technology, providing technical support across a complex enterprise environment while helping ensure frontline officers and staff have access to reliable IT services.
The Role
As a 2nd Line Support Operator, you'll provide technical support for a broad range of hardware, software and infrastructure issues, resolving incidents, managing service requests and supporting end users across the organisation.
You’ll work closely with internal teams, third-party suppliers and stakeholders to maintain high service standards and contribute to continual service improvement.
Key Responsibilities
- Provide 2nd line technical support, troubleshooting and incident resolution.
- Manage user access, permissions and systems administration activities.
- Install, configure and maintain end-user hardware and software.
- Support Microsoft technologies, M365 and enterprise IT environments.
- Escalate and coordinate complex technical issues with third-party suppliers.
- Maintain accurate documentation, knowledge articles and audit records.
- Assist with IT equipment deployments, upgrades and lifecycle management.
- Contribute to service improvement initiatives and operational projects.
What We’re Looking For
- Experience in a 2nd Line Support, IT Support or Service Desk role.
- Strong troubleshooting and incident management experience.
- Good knowledge of Microsoft technologies, M365 and end-user device support.
- Understanding of IT infrastructure, operating systems and networking fundamentals.
- Excellent communication skills with the ability to support non-technical users.
- Ability to prioritise workloads and work effectively in a fast-paced environment.
- ITIL Foundation or similar is advantageous.
- Experience with Azure, infrastructure hardware or network storage would be beneficial.
Additional Information
- Hybrid working.
- Participation in an on-call rota is required.
- Travel to multiple sites may be required.
- Due to the nature of the work, successful applicants will be required to undergo police vetting.