It Support Engineer (2nd and 3rd)

2nd Line IT Support Engineer Location: Birmingham (Hybrid) Contract: 12 Month Fixed Term Contract Salary: Competitive Working Pattern: Monday – Friday (Standard Office Hours) We are currently recruiting for an experienced 2nd Line IT Support Engineer to join a busy IT Service Desk team on a 12-month fixed term contract. This is an excellent opportunity for a technically skilled support professional who enjoys troubleshooting a wide range of IT issues and providing high-quality customer service in a fast-paced manufacturing environment. Key Responsibilities: * Provide 2nd line technical support for escalated IT incidents and service requests * Troubleshoot and resolve issues across Windows 10/11, laptops, desktops, and peripherals * Support Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive * Manage user accounts and permissions via Active Directory and Azure AD * Support VPN, remote access, and MFA authentication tools * Diagnose and resolve networking issues (DNS, DHCP, TCP/IP) * Log, update, and resolve tickets within the ITSM system, ensuring SLA adherence * Escalate complex issues to 3rd line or infrastructure teams where required * Assist with IT projects, system upgrades, and hardware deployments * Maintain clear and accurate documentation of work completed Skills & Experience Required: * Previous experience in a 2nd Line IT Support / Service Desk role * Strong knowledge of Windows operating systems (Windows 10/11) * Experience supporting Microsoft 365 and Active Directory * Good understanding of basic networking concepts * Experience using ITSM tools (e.g. ServiceNow, Jira, etc.) * Strong troubleshooting and problem-solving skills * Excellent communication and customer service skills Benefits: * Hybrid working model (Birmingham office + remote flexibility) * Monday to Friday working pattern – no shift work * Excellent opportunity to gain exposure to enterprise IT environments * 12-month FTC with potential for extension * 25 days annual leave plus BH * Company pension Mach are acting as an agent for this vacancy