Second Line Technical Support Engineer

Are you a highly skilled Second Line Technical Support Engineer looking to advance your career by joining an MSP to work on a permanent client secondment in Central London?

The Company

Krome Technologies is a dynamic, people first technology consultancy delivering a wide portfolio of IT services and solutions across all industry sectors. Our core focus is assisting our clients with achieving their business goals through relevant and forward-thinking technology solutions.

With passion, a high level of integrity along with proven success, we work with our clients as a trusted business partner, advising on how, with appropriate technology advancements, we can help achieve their current and projected business demands.

Our talented people drive us forward, and we believe in encouraging a strong culture of Community, Confidence, and Integrity.

The Role

An excellent opportunity has emerged for a Second Line IT Support Engineer to join our client's IT team full time at their London head office, close to Goodge Street Station.

You will be the permanent on-site engineer for the office, resolving escalated incidents and service requests, supporting staff in person and remotely and keeping devices and asset records accurate.

You will work alongside a rotating First Line colleague and act as the consistent point of continuity on site. Day-to-day direction will come from the client's IT Service Management lead.

Immediate start desirable, subject to candidate’s availability.

Key Responsibilities:

• Follow agreed handover standards and templates to ensure continuity of support, effective knowledge transfer and seamless transition of work between engineers and support teams
• Provide face-to-face support to staff, including senior executives and remote support to colleagues at other locations and across time zones
• Resolve second-line incidents and requests within agreed service levels, performing appropriate troubleshooting, diagnostics and remediation activities before escalation to specialist teams where required
• Take ownership of incidents and service requests through to resolution, coordinating with internal and external support groups as necessary
• Build, deploy, upgrade and retire laptops and peripherals, including Windows 11 upgrades and device enrolment
• Maintain complete, accurate and auditable asset records throughout the device lifecycle, ensuring all deployments, swaps, repairs, returns and disposals are recorded in accordance with agreed processes
• Support meeting rooms, Teams calling and conferencing equipment, printers and other on-site technology
• Follow documented procedures and service management processes and help improve them
• Maintain comprehensive ticket documentation, investigation notes and handovers, ensuring all troubleshooting steps, findings and actions are recorded before escalation or transfer
• Guide and support First Line colleagues on site
• Occasionally work outside core hours for planned activities, such as building power-downs or post-change checks, by prior arrangement

Requirements:

• At least two years in a second-line desktop or end-user support role
• Demonstrable experience of structured troubleshooting and root cause identification prior to escalation
• Experience maintaining high-quality ticket records, technical documentation and support handovers
• Experience working within ITIL-aligned service management processes and standards
• Proven ability to manage competing priorities while providing high-quality support to senior stakeholders and executive users
• Windows 10 and 11 support and deployment
• Microsoft 365 administration at support level: Exchange Online, Teams, OneDrive and SharePoint
• Active Directory and Entra ID user and device management
• Microsoft Intune, including device enrolment and management across Windows and mobile devices
• An ITSM ticketing tool, working to SLAs and priorities
• Basic networking and wireless troubleshooting (LAN, Wi-Fi, TCP/IP, DNS and DHCP). Liaison with network support teams where escalation is required
• Disciplined record keeping, including asset and configuration data
• Clear, professional communication in person, by phone and in writing, with the ability to explain technical issues in plain language
• Confidence supporting senior stakeholders calmly and discreetly
• Reliable, punctual and dependable, acting as the permanent on-site technical presence and continuity resource for the London office
• Thorough, with strong attention to detail and follow-through
• Takes ownership of issues through to resolution
• Learns new environments quickly and works well within an established team

Desirable:

• ManageEngine ServiceDesk Plus
• Windows Autopilot
• Software asset management tools
• Meeting room systems, such as Microsoft Teams Rooms
• Market data terminals, such as Bloomberg
• ITIL 4 Foundation and/or Microsoft Endpoint Administrator (MD-102) or equivalent practical experience
• Experience in a multi-site or international organisation

This is a Monday to Friday role (10:00am – 6:00pm) based onsite at the clients HQ in London (close to Goodge Street station). Occasional out-of-hours work by prior arrangement.

All technical staff are given a thorough aptitude and technical test during interviews.

The Package

• £30,000 – £45,000 Basic (depending on experience)

Benefits

• 4% Employer Pension Contribution
• Flexible Annual Leave Package (25 days, plus Bank Holidays, increasing with Length of Service)
• Employee Assistance Programme
• Electric Vehicle (EV) Salary Sacrifice Scheme
• Private Medical Insurance (applicable after 5 years’ service)
• Learning and Development Programme, aimed to support Career Progression
• Monthly Employee Recognition Awards (Extra Days Holiday or Amazon Voucher Rewards)
• Long Service Recognition Awards for 5, 10, 15 years+
• Cycle to Work Scheme
• Regular Company-Funded Social Events
• Company-Funded (Voluntary) Participation in our Charity Events

Inclusion & Diversity

Krome Technologies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive work environment free from discrimination, where all employees are treated with dignity and respect. All aspects of employment at Krome including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, colour, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, or veteran status.

Krome Technologies is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how Krome Technologies protects personal information online, please see the Krome Technologies Privacy Policy https://www.krome.co.uk/privacy/