IT Support Engineer (2nd Line)

Role Overview

We are seeking a security-minded IT Support Engineer to manage our day-to-day service desk operations and support our cloud infrastructure. Reporting directly to the IT & InfoSec Manager and working alongside a Senior Engineer, you will manage 1st, 2nd and some 3rd line support issues, deliver end-user software training, work within larger projects and enforce robust security controls across our Microsoft 365 and Azure environments.

Key Responsibilities

• Helpdesk Operations: Triage, manage, and resolve daily 1st  2nd and some 3rd line support tickets, escalating high-level infrastructure or complex security incidents to senior staff.
• M365 & Azure Security Administration: Manage user lifecycles, Conditional Access policies, role-based access controls (RBAC), and group management across Microsoft 365 and Entra ID (Azure AD).
• InfoSec & Compliance Support: Assist the IT & InfoSec Manager with security posture management—monitoring security alerts (Microsoft Defender), enforcing Intune endpoint compliance, overseeing patch management, and supporting audit readiness.
• User Training & Security Awareness: Onboard new starters and deliver ad-hoc user training on cyber hygiene, security best practices, and daily software tool usage.
• On-Site Technical Support: Provide hands-on hardware setups, local network troubleshooting, and physical workspace support at our Hammersmith office location.

Qualifications & Experience

• Real Impact: Work on mission-critical projects that secure and improve the UK's digital infrastructure.
• Autonomy: A culture that empowers you to make decisions, prototype rapidly, and iterate towards success.
• Service & Community: We support those who serve. 10 paid days for Reservist Military Service.

• Time Off: 25 days annual leave + Bank Holidays, with the flexibility to Buy/Sell additional days to suit your lifestyle.
• Giving back: 2 paid volunteering days per year.

• Master Your Craft: Fully funded professional certifications (AWS, GCP, Agile, etc.) supported by 5 days paid study leave.
• Expand Your Horizons: An additional £500 annual "Personal Choice" fund to learn whatever inspires you—work-related or not.
• Support: Access to 1-2-1 professional coaching and team training to accelerate your career.

• Premium Health: Vitality Private Medical Insurance (includes Apple Watch, gym discounts, and rewards).
• Flexibility: Genuine hybrid working with a WFH equipment allowance to perfect your home setup.

• Wellbeing: Cycle to Work scheme and a commitment to sustainable, healthy working practices.