2nd Line Support Engineer

  • Location
    London, Greater London
  • Salary
  • Category
    IT - IT
  • Job type
  • Industry
    IT and Telecoms
  • External Reference

We are currently recruiting for a 2nd Line Support Engineer to start ASAP.

The Organisation are a unique law enforcement organisation which both investigate and prosecute the most serious economic crime. They focus on tackling the most serious, complex and high profile economic crime (top tier fraud, bribery and corruption). They currently employ around 410 staff including lawyers, investigators and administrators and work closely with colleagues across the sector and the criminal justice system at home and abroad.

  • Location: City of London

  • Pay: £14.74 p/hr

  • Hours: Monday to Friday - 36 hours

  • Type: Temporary

  • Duration: 6 Months

  • Start Date: ASAP (Pending Vetting)

Due to the client involved a vetting period will be involved prior to start which will be discussed with successful candidates.


  • Providing 1st/2nd Line incident handling via telephone and/or desktop visit for all staff.

  • Resolving where possible during the initial call using remote takeover and other toolsets.

  • Recording requests for small projects (typically Move Add Change) ensuring appropriate authorisation criteria are met and assigning to appropriate team members.

  • Providing feedback to customers, both for individual queries and major incidents.

  • Ensuring that all calls via email, telephone and ServiceNow are responded to and resolved within SLA

  • To operate in co-operation with other on-site support staff to ensure that the Company's service level agreements are met in all respects.

  • To carry out or take part in equipment and software moves and changes, as directed.

  • To assist with general operational tasks, as required to meet the service level commitments, as directed by site management

  • To provide support for desktop and laptop systems.

  • To build both laptops and desktops

  • To ensure that the contract meets and where possible exceeds its customer service level agreements.


  • Previous experience in an outsourced IT environment, with good troubleshooting and customer service skills.

  • Knowledge of ITIL v3 and Incident, Problem, Request Management Procedures

  • Experience working with a ITSM tool such as ServiceNow

  • 1st and 2nd line support experience with Microsoft desktop and active directory administration including Windows 7/10 and Office 2013 /2016.

  • Microsoft SCCM Administration and Laptop / Desktop builds

  • Microsoft Exchange mailbox administration

  • IP telephony support and administration

  • BES 12 including UEM.

  • RSA Secure ID

If this is the role for you, then apply today! Only shortlisted candidates will be contacted. Adecco is an equal opportunities provider.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://www.adecco.co.uk/candidate-privacy

Please apply with your CV to: Libby Cella