2nd Line Support Engineer

2nd Line Support Engineer – Ofwat

Salary: £29,532 – £30,000 per annum
Location: Birmingham (B5 4UA), with hybrid working
Employer: Ofwat (Water Services Regulation Authority)
Contract Type: Fixed-term, loan or secondment
Contract Duration: Until 31 December 2027
Working Pattern: Full-time, flexible working
Vacancies: 1
Job Reference: 489688
Closing Date: 20 November 2026 at 11:55 pm
Visa Sponsorship: Not stated in the job advert.

About Ofwat

Ofwat is the Water Services Regulation Authority, a non-ministerial government department responsible for regulating the water sector in England and Wales.

The organisation is working with the government and other regulators to help shape the future of water regulation, improve performance and ensure water companies deliver better outcomes for customers, communities and the environment.

Ofwat is recruiting a 2nd Line Support Engineer to join its IT Operations Team within the Corporate Enablers Directorate.

This is an opportunity for an experienced IT support professional to contribute to the delivery, maintenance and continuous improvement of IT services across the organisation.

Job Description

The successful candidate will provide second-line IT support, resolving technical issues and service requests involving Microsoft 365, Windows devices, identity services, collaboration tools and business applications.

You will work closely with the Service Desk and other IT teams, taking ownership of incidents, troubleshooting technical problems and ensuring colleagues receive reliable IT support.

The role also involves supporting Microsoft Intune, endpoint security, device management and the day-to-day operation of IT services.

Key Responsibilities

• Provide second-line technical support for end-user devices, Microsoft 365 services, business applications and collaboration tools.
• Act as an escalation point for the Service Desk.
• Manage incidents and service requests through to resolution.
• Monitor progress, communicate with stakeholders and meet agreed service levels.
• Support Microsoft Intune administration, including device enrolment, compliance monitoring and application deployment.
• Troubleshoot Windows, iOS, Microsoft 365, identity and access management, printing and hardware issues.
• Work with other IT teams to resolve technical problems.
• Maintain technical documentation, knowledge articles and support procedures.
• Monitor device health, compliance and support trends.
• Provide remote and face-to-face technical assistance to colleagues.

Essential Skills and Experience

Applicants should demonstrate:

• Proven experience providing second-line IT support in a Microsoft-based environment.
• Good knowledge of Microsoft 365 administration, including Exchange Online, Teams, OneDrive, SharePoint and Microsoft Intune.
• Experience administering and troubleshooting Windows 11.
• Strong problem-solving, communication and customer service skills.
• Experience with Microsoft Intune, Windows Autopilot, application deployment and mobile device management.
• Understanding of endpoint security, device compliance and cybersecurity best practices.
• Experience supporting Microsoft Entra ID and Conditional Access.
• Knowledge of ITIL-aligned support environments, including incident management, service requests and service levels.

Personal Attributes

Successful candidates should demonstrate:

• Commitment to learning and professional development.
• Ability to promote collaboration.
• Adaptability and effective problem-solving.

Salary and Benefits

Ofwat offers a range of employee benefits, including:

• Good employer pension contributions.
• 25 days’ annual leave, increasing to 30 days with each year of service.
• Bank holidays and an additional 2.5 days of privilege leave.
• Flexible working arrangements.
• Professional membership fees for relevant professional bodies.
• Up to three volunteering days per year.
• Generous shared parental leave and pay.
• Enhanced sick pay.
• Regular training and development opportunities.
• Health and wellbeing initiatives.
• Cycle-to-work scheme.
• Season ticket loan for home-to-office travel.
• Free eye tests and contributions towards glasses or contact lenses for VDU users.
• Discounts on retail, holidays, insurance, theatre tickets and gym memberships.

Application and Selection Process

Applications must be submitted through the Civil Service Jobs website.

Candidates will be required to complete an application form, including a CV and personal statement.

At the initial sift stage, applications will be assessed against four essential criteria:

1. Second-line IT support experience in a Microsoft-based environment.
2. Microsoft 365 administration and support knowledge.
3. Windows 11 administration and troubleshooting experience.
4. Problem-solving, communication and customer service skills.

Interview process:

• Interviews will take place via Microsoft Teams.
• Attribute-based interview questions will be shared with candidates in advance.
• A second interview may be required.
• A 12-month reserve list may be established.

Important Security Clearance Requirement

This position requires Security Check (SC) clearance.

Applicants are normally expected to have been resident in the UK for the last five years to meet the standard residency requirements for SC clearance.

Successful candidates must obtain the required clearance within the first six months of employment.

A basic criminal record check and other relevant security checks will also be required.

Important: The advert does not confirm visa sponsorship. Applicants should contact Ofwat to clarify eligibility and right-to-work requirements before applying. The nationality requirements and UK residency expectations for security clearance may restrict eligibility for some overseas applicants.

Important Dates

• Application deadline: 20 November 2026
• Application sift: Week commencing 23 November 2026
• Interview: Week commencing 30 November 2026

Contact Information

For enquiries about the vacancy, application process or reasonable adjustments:

Email: recruitment@ofwat.gov.uk

How to Apply

Applications must be submitted online through the official Civil Service Jobs portal.

Job Reference: 489688