2nd Line Support Engineer (Infrastructure)

TL;DR

2nd Line Support Engineer (Infrastructure): Providing comprehensive second line technical support and incident management for diverse hardware and software environments with an accent on desktop, laptop, and mobile device maintenance. Focus on resolving complex technical issues, managing AV equipment, and implementing ITIL service management processes.

Location: Onsite in Leeds, UK

Salary: £250 - £280 per day (Inside IR35)

Company

hirify.global is a professional talent acquisition firm providing staffing solutions across various sectors, including the public sector.

What you will do

• Provide full second line technical support and resolve support calls in collaboration with the helpdesk team.
• Perform incident management and troubleshoot technical issues across desktops, laptops, and mobile devices.
• Build and configure hardware in accordance with established corporate standards and techniques.
• Manage the setup and support of AV and interactive equipment, including projectors and video-conferencing tools.
• Collaborate with third-party providers to escalate and resolve complex technical incidents.
• Ensure all IT security guidelines and protection techniques are strictly followed.

Requirements

• Proven experience in a 2nd Line Support or similar technical role.
• Proficiency in supporting both Mac and Windows operating systems on laptops and desktops.
• Hands-on experience with Active Directory and Microsoft 365 support.
• ITIL Foundation qualification (v3 or v4) and a strong understanding of service management processes.
• Experience utilizing ITSM ticket management systems for incident tracking.

Culture & Benefits

• Opportunity to work within the Public Sector.
• Short-term contract engagement (6 months) with immediate start.
• Inclusive environment that encourages applications from underrepresented talent and supports accessibility needs.