IT 2 nd Line Support Engineer Oxfordshire - Hybrid £250pd - £300pd - PAYE / Inside IR35 3 Months with possible extension Role Purpose: To provide 2 nd line support across a range of IT incidents and service requests, escalating issues outside of the scope of this role to 3 rd line teams and managers accordingly. 2 nd line engineers will also be expected to provide guidance and assistance to 1 st line colleagues where required. 2 nd line engineers should also expect to be involved in physical support requirements for infrastructure including acting as "smart hands", supporting AV issues and acting as a backfill for site engineers when needed. Operational Duties: Manage and resolve incidents and service requests escalated by 1 st line engineers in a timely manner, further escalating to 3rd line support teams and/or 3 rd party support providers where necessary. Provide solutions for business requests within the guidelines of IT best practice and security guideless. Assist with the installation, configuration, and maintenance of IT equipment and software and enterprise applications. Monitor system performance and proactively identify potential issues. Maintain accurate records of all support requests and resolutions using the company's ticketing system. Support VIP stakeholders as required Collaborate with other IT team members to implement and improve IT processes and procedures. Participate in IT projects and initiatives as required. Support additional service requirements where practicable and directed. Qualifications & Experience: Proven IT support experience - Essential Strong knowledge of Windows (inc. Active Directory), MacOS, Android and iOS operating systems configuration and management - Essential A working knowledge of cyber security principles and controls - Essential Experience with Network troubleshooting - Desired Experience with M365, Azure and EntraID - Desired Understanding of basic IT hardware including backend enterprise infrastructure - Desired Good communication (written and verbal) skills and demonstratable experience working with a wide range of stakeholders - Essential Ability to work independently and as part of a team. - Essential Excellent problem-solving skills and attention to detail. - Essential Alignment and understanding of the ITIL framework and ITIL best practice - Desired This job description is not exhaustive, and the job holder will be required to carry out from time-to-time tasks in addition to the above that will be both reasonable and within their capabilities. INDIT Planet Recruitment is acting as an Employment Business in relation to this vacancy.