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
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
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.
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