2nd Line Support Engineer

2nd Line Support Engineer

Salary: £27,427 – £34,456 per annum
Location: Hereford / Hybrid Working
Hours: 37 hours per week (Full-Time, Permanent)
Shift Pattern: Standard business hours with participation in an out-of-hours support rota

The Opportunity

Pineapple Recruitment is partnering with a leading public and healthcare sector shared-services provider to recruit a Second Line Support Engineer. Supporting over 8,000 users across 100+ sites—including local council services, Wye Valley NHS Trust, ICBs, schools, and GP practices—you will join an established IT team delivering critical 2nd-line remote technical support.

This is a fantastic opportunity for a technically minded professional to manage complex resolutions within SLA timescales, utilising enterprise-level management tools, systems, and security infrastructure.

Hybrid Working Setup

The role offers exceptional working flexibility. During your initial onboarding period, you will be based primarily on-site at the Hereford office to get fully up to speed with processes and systems. Once fully confident, you will transition to a highly flexible hybrid model, with most team members choosing to work from home up to 90% of the time (attending the office only when required for specific business needs).

Key Responsibilities

• 2nd-Line Remote Support: Diagnose and resolve complex technical incidents, problems, and change requests across desktop hardware, mobile devices, operating systems, and business applications within SLA targets.

• Systems & Access Administration: Manage user networks, application accounts, Active Directory, Exchange (2016/O365), and local/client server environments.

• Deployment & Security: Package, test, image, and deploy software across end-user devices while maintaining desktop security (anti-virus, encryption, data loss prevention, and port security).

• Infrastructure & Asset Management: Perform routine maintenance and patching on desktop systems, server infrastructure, and backup devices while maintaining software asset records and inventories.

• Service Quality & Mentoring: Contribute to continual service improvement, assist in training junior support staff, and liaise with third-party suppliers and internal agencies.

Skills & Experience Required

• Technical Experience: Proven enterprise-level experience delivering 2nd-line desktop and remote support utilising IT Service Desk software.

• Core Systems Knowledge: Expertise in Windows 10/11, MS Office 2016/O365, Active Directory, Exchange, mobile OS (Android/iOS), TCP/IP networking, and VPN/remote access tools.

• Deployment Tools: Experience with desktop client imaging, patching, and System Centre Configuration Manager (SCCM).

• Qualifications: Degree-level education (or equivalent experience) alongside industry qualifications such as CompTIA A+, MCP, MCSE, or ITIL v3 Foundation.

• Flexibility: Willingness to participate in an out-of-hours support rota and travel to local customer sites on rare occasions if required.

What’s On Offer

• Generous Leave: 26 days annual leave + Bank Holidays (rising to 31 days over tenure), plus an optional holiday buy & sell scheme.

• Enhanced Pension: Excellent employer contributions up to 8% (with a 4% employee contribution).

• Inflation-Aligned Pay: Annual salary reviews aligned with inflation

• Health & Wellbeing: Access to the Employee Health & Wellbeing platform, including high-street discounts, life assurance, and a Cycle to Work scheme.

• Culture & Events: Social events throughout the year, including official Summer and Christmas gatherings.

Pineapple Recruitment is acting as a Recruitment Agency on behalf of our client for this vacancy.