IT 2nd Line Engineer
Job Introduction
Are you looking for a career where you can make a real difference in people’s day.
We are seeking a IT 2nd Line Engineer to join our team based from our Head Office in London Bridge (hybrid working).
As one of our IT 2nd Line Engineers, reporting to our IT Team Manager – Service, you will deliver high-quality 2nd line IT support to colleagues across the organisation, ensuring incidents and service requests are resolved quickly and effectively. You will help keep systems running smoothly, provide excellent customer service, and continuously improve how IT support is delivered. This is a hands on troubleshooting role, you will also provide triage to 3rd line teams and escalate where necessary.
Can you move people? Apply now.
What you’ll do
- Provide high-quality support, drafting presentations, reports and correspondence with accuracy and strong attention to detail
- Provide 2nd line support for incidents and service requests across devices, systems and applications
- Log, manage and resolve tickets within agreed SLA targets
- Diagnose faults, implement fixes and escalate where required
- Deliver excellent customer service through clear communication and expectation management
- Support user account management, system administration and core IT platforms
- Carry out system health checks to ensure availability and performance
- Identify recurring issues and contribute to problem management and root cause analysis
- Maintain and improve documentation, knowledge articles and support guides
- Support hardware configuration, device provisioning and asset management
- Participate in change and release processes to support system updates
- Support IT projects, testing and implementation of new systems and services
The experience you’ll need
To be considered for this role we recommend you demonstrate the below in your application;
- You thrive on challenge – You take ownership of issues and won’t stop until they’re solved; Triage and escalate where necessary i.e. 3rd Line
- You’re all about people – You communicate clearly, build trust quickly and make support feel easy
- You manage multiple competing priorities -organised and hit your targets
- You know your technical stuff – You bring solid technical know-how and have the experience to match and have familiarity with command line troubleshooting utilities
- You think what if – You spot smarter ways of working and make them happen, you spot trends, prevent issues and keep things running smoothly
- You’re a team player – You collaborate, share knowledge and lift others up
- ITIL experience – You have worked in an ITIL operating environment previously
- You are fluent in tech – Service now or similar ticket based environment
- Familiarity with windows 11 or previous windows 10 experience
- Experience with anti-virus software – Crowdstrike or similar – Desirable
- Server OS 2016 – 20022 experience – Desirable
As proud members of the Armed Forces Covenant and Disability Confident Scheme, we will offer you an interview if you apply under these schemes and meet the minimum criteria for the role. Find out more here.
Other things to know
- This vacancy may close early if we receive a large number of applications. So, make sure you get yours in early.
- All offers of employment are subject to satisfactory references, a right to work verification, a basic criminal record check, and a pre-employment medical assessment. Work visa sponsorship isn’t available for this role.
- If you applied but weren’t successful in getting a similar role at Southeastern, please wait six months before applying again.
Find out more about our recruitment process and get tips to help you apply.
What you’ll get in return
Along with your salary, the rewards you’ll get include:
- a final salary pension
- 24 days annual leave allowance (plus bank holidays)
- free rail travel across our networks.
Meaning you can feel secure in your career as well as fulfilled by your work. Click here to see our full range of amazing benefits.
A bit about Southeastern
We’re one of Britain's busiest train operators, serving London, Kent and parts of East Sussex. We run over 1,700 trains a day, carrying more than 500,000 passengers and serving 180 stations.
However, working on our railway is more than getting passengers from A to B. It’s about all the little moments that make a difference to their journey.
It’s also about making our railway a great place to work and building a team that represents the communities we serve. We’re committed to creating an inclusive, supportive environment, and we’re proud that this continues to be recognised through employer accreditations and our ongoing endorsement as a WORK180 Employer for Women.
Our ways of working are what we expect of everyone at Southeastern. They are powerful. Tiny moments, every day, from every one of us, add up to massive, positive change. Improving how it feels to work here and how it feels to travel with us.
At the heart of everything we do, our Safeguarding Team works to keep our customers, colleagues, and the public safe by improving safeguarding measures and knowledge making sure everyone gets home safe, every day.
SE Trains Limited
