A leading organisation based in Norwich is looking for a 2nd Line IT Support Engineer to join their dynamic IT team. This is an excellent opportunity for an experienced IT professional who enjoys providing high-quality technical support in a fast-paced environment. As a 2nd Line IT Support Engineer, you will provide top-tier support to internal colleagues, both onsite and remotely. Working to ITIL best practices, you will be responsible for diagnosing and resolving hardware and software issues, managing endpoint devices, and escalating complex issues where necessary. You will play a key role in ensuring that IT support requests are handled efficiently and within agreed SLAs. This role is ideal for someone with prior experience in IT support who can communicate technical solutions clearly to non-technical users. The company offers fantastic career progression and development opportunities for those looking to grow in the IT field. Responsibilities: Provide 2nd line support through various channels, including support portals, phone, email, and walk-ups. Diagnose and resolve issues with Windows 10/11, Microsoft 365, iManage, iOS, and other business applications. Act as an escalation point for the 1st Line Service Desk team. Deploy and manage endpoint devices using SCCM, Microsoft Intune, and Autopilot. Ensure devices comply with company policies and industry standards. Monitor and prioritize incoming incidents and service requests. Collaborate with other IT teams to share knowledge and improve processes. Provide user training on endpoint devices and software. Maintain documentation of configurations, processes, and troubleshooting guides. Stay updated on the latest IT trends and recommend improvements. Key Skills: Previous experience in an IT Service Desk or Desktop Support role. Proficiency in endpoint management tools (e.g., Microsoft Intune, Autopilot). Strong knowledge of Windows OS, Active Directory, Entra ID, Office 365. Experience supporting laptops, mobile devices, printers, and peripherals. ITIL Foundation certification (preferred). CompTIA A or equivalent certification. Excellent customer service, troubleshooting, and problem-solving skills. Strong written and verbal communication skills. Ability to work under pressure and meet SLAs. Salary is between £33,000 - £38,000 depending on experience with an excellent benefits package and 50% working from home.