2nd Line IT Support Engineer

Overview

Deliver 2nd line IT support for hardware, software, network issues and user assistance.

Key Responsibilities

• documentation
• user support
• directory management
• system upgrades
• 2nd line
• ticket resolution

Tasks

Maintain accurate documentation and contribute to knowledge base articles. Support end-users with remote and on-site assistance. Manage Active Directory, EntraID, Office 365, and Windows environments. Assist with IT projects, system upgrades, and deployments. Deliver 2nd line support for hardware, software, and network issues. Troubleshoot and resolve escalated tickets from 1st line support.

Requirements

• comptia
• autodesk
• itil
• hyper‑v
• azure
• ivanti

What You Bring

Relevant certifications (CompTIA, Microsoft). Escalate tickets to 3rd line were necessary. Knowledge of Engineering software (Autodesk products, etc) Ability to work independently and as part of a team. Familiarity with ITIL processes and ticketing systems. Excellent communication and problem-solving skills. Experience with virtualization (Hyper-V). Full UK driving licence (essential) Knowledge of cloud technologies (Azure/Egnyte). The Ideal candidate would come from an existing 2nd line role within an organisation or MSP. They should be organised, good at communication, with a passion for IT. Strong knowledge of Windows OS, Microsoft 365, and networking fundamentals. Experience with Desktop Management and Ticketing systems (Ivanti) We have an exciting opportunity for a 2nd Line IT Support Engineer to join us at CPW, based ideally in the West Midlands and happy to travel to offices within the UK. This is a permanent full-time position working 36.25 hours per week under our agile framework. Proven experience in a 2nd line IT support role.

People Also Searched For

Benefits

We are committed to making all stages of our recruitment process accessible to all candidates. Please let us know if you need any assistance or reasonable adjustments throughout your application. We would welcome a conversation to discuss a flexible working environment to suit your personal circumstances. Opportunities for professional development and certification. Social and charitable giving is at the heart of CPW as a business. You will have the opportunity to engage in difference-making charity events, client events and local education initiatives, helping protect the future of our industry, our communities and the environment. A supportive team environment with exciting projects. Competitive salary and benefits package. -Cycle to work scheme -Employee Assistance Programme (EAP) -Recruitment referral bonus scheme -Full allowance for team building activities -Eye care vouchers -Generous Annual Leave entitlement with the opportunity to buy and sell leave -Competitive pay and enhanced sickness/maternity/paternity pay schemes -Excellent growth and career opportunities -Electrical vehicle scheme

About Cpw

-Delivers full mechanical, electrical, and sustainable engineering consultancy, specializing in bespoke services for net-zero carbon buildings. -Typical projects include laboratories, educational facilities, luxury spas, corporate headquarters, and large-scale logistics centres. -Standout achievements include designing the UK’s largest PassivHausbuilding, transforming Bombay Sapphire’s distillery site, and developing the Ben Ainslie Racing HQ. -Thrives on research-led, low-carbon innovation, integrating lighting, power, acoustics, and smart building systems across sectors. -Blends technical expertise with creative problem-solving to create functional and innovative building solutions.

Sector Specialisms