{"id":2448026,"url":"https://alion.io/job/core-2nd-line-support-engineer-field-engineer","title":"2nd Line Support Engineer / Field Engineer","company":{"id":3199014,"name":"Core","domain":"core.co.uk","url":"https://alion.io/company/core-co-uk","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":37000,"max_usd":70000,"period":"year","method":"role_country_seniority_unknown","sample_n":112},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Defender","optional":false},{"name":"Microsoft Office","optional":false},{"name":"PowerShell","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-13T14:04:06Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-16T02:50:05Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Coreis a high-growth Microsoft Managed Services Provider (MSP) delivering modern technology solutions across Azure, Microsoft 365, Security, and Modern Workplace. We specialise in providing a wide range of services, solutions and software to optimise our clients’ Microsoft investments. Our customers trust us to help them unlock productivity, reduce risk, and transform their businesses through technology.\nWe live by ourCOREvalues:Customersfirst (we put customers at the heart of what we do and take accountability for our actions),One Core(we recruit, develop and retain great talent in a supportive team environment),Responsive(we’re flexible, approachable and responsive to customer needs), andExpertise(we’re proudly professional and continuously strive for excellence for customers, peers and partners).\nRole overview\nWe are looking for a 2nd Line Support Engineer / Field Engineer to join our Service Desk team and work on-site with one of our customers in London. This role requires a proactive, customer-focused IT professional who will provide high-quality support while ensuring excellent client satisfaction.\nThis role is 4 days at client's site (London, EC3V 9AA). \nDuties & Responsibilities:\nProvision of 1st & 2nd line support service for software and hardware Incidents and Service Requests via phone calls, emails and self-service tickets.\nEfficient and accurate logging of incidents and requests with a high first-time fix rate into ITSM tool.\nInstallation of hardware & software and the provision and support of mobile devices.\nWorking collaboratively with other teams where Incidents and Service Requests require cross-functional activities.\nEnsuring diagnostic information is fully compiled prior to any escalation.\nDocumentation of resolutions into Knowledgebase and update service documentation as appropriate.\nIdentification of service improvement opportunities.\nProject delivery support.\nAdherence to ITIL standards.\nEssential requirements:\nProven experience in an IT support role, either in-house or with a Managed Service Provider.\nStrong verbal and written communication skills.\nExcellent troubleshooting skills for both software and hardware, with the ability to explain technical issues to a non-technical audience.\nExperience supporting Windows OS (10 & 11) and Microsoft Office 365.\nA proactive and adaptable approach to learning new technologies and skills.\nA track record of delivering high customer satisfaction and service improvements.\nMicrosoft certifications (MCSE/MCSA/MCPs).\nExperience with Office 365, PowerShell, Azure, Windows Defender, Microsoft Intune.\nKnowledge of networking devices (routers, printers, laptops, firewalls, switches).\nExperience working with an IT service management tool.\nKey competencies & behaviours:\nA positive and solution-oriented mindset.\nStrong analytical and problem-solving skills.\nAbility to work independently and take initiative.\nStrong teamwork and collaboration skills.\nAbility to work effectively under pressure to meet SLAs.\nHigh attention to detail and adherence to processes and procedures.\nWe offer:\nAppropriate, modern technology to support the fulfilment of your role.\nSignificant focus on Learning + Development, including training courses, seminars, and social events in London.\nSupportive, ambitious and entrepreneurial culture where you'll have the freedom to drive ideas, take ownership and make a real impact.\nTwo paid leave days per year to volunteer for causes that resonate with Core's values, such as charitable efforts, environmental initiatives, and supporting the next generation in tech.\nPrivate healthcare and Employee Assistance Programme (EAP) for mental health and wellbeing.\nMonthly WFH allowance.\nLife Assurance: 5x annual salary.\nCycle-to-work scheme.\nCatered quarterly & annual social events.\nTravel and accommodation 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