IT Support Engineer (2nd Line)
About this job
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. Requirements 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 Security Clearance - Must hold or be eligible to obtain UK Security Check (SC) clearance (requires minimum 5 years continuous UK residency). Technical Experience - 2nd-line administration of Microsoft 365, Entra ID (Azure AD), Intune, Conditional Access, Defender, Azure services. Google Workspace desirable Work Environment - Proven track record working in high-security, defense, or heavily regulated environments with strict governance standards. This position will be onsite Mon-Thu with Fridays remote. Benefits Benefits Compensation • Competitive Pay: Salaries reviewed annually to ensure they reflect your performance and market value. • Loyalty Pension: We invest in your future. Starting at a 5% employer contribution, we increase this by 0.5% every year after your third anniversary, up to a maximum of 8%. • Protection: Comprehensive Group Life Assurance for peace of mind. Purpose & Culture • 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. Work / Life Balance • 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. Development & Growth • 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. Health & Balance • 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.