2nd Line IT Support Engineer Managed Service Provider (MSP)
Job Title: 2nd Line IT Support Engineer
Role Overview
We are looking for a motivated 2nd Line IT Support Engineer to join our growing MSP team. The role supports a varied customer base, escalates from 1st Line, and owns complex incidents, service requests, and infrastructure issues.
You will troubleshoot Microsoft 365, Intune, Entra ID, Conditional Access, Windows Server, virtualisation platforms, and SaaS applications while delivering secure, stable, and customer-focused support.
Key ResponsibilitiesTechnical Support & Resolution
· Resolve escalated 2nd Line incidents and service requests within agreed SLAs.
· Support Windows 10/11, Microsoft 365, Exchange Online, SharePoint, OneDrive, Teams, and SaaS applications.
· Carry out root cause analysis and maintain clear ticket notes.
Microsoft Cloud & Identity
· Administer Microsoft Entra ID, MFA, SSPR, Identity Protection, and Conditional Access.
· Investigate sign-in issues, security alerts, and access problems.
· Support tenant migrations, onboarding, and cloud improvement work.
Microsoft Intune & Endpoint Management
· Deploy and manage devices through Microsoft Intune and Windows Autopilot.
· Configure compliance, configuration, application, and endpoint security policies.
· Troubleshoot enrolment, policy deployment, and Defender for Endpoint integrations.
Server & Infrastructure Support
· Support Windows Server, Active Directory, DNS, DHCP, Group Policy, and file services.
· Troubleshoot Hyper-V and other virtual environments.
· Support backup, disaster recovery, monitoring, performance, and capacity tasks.
Customer Service & Escalation Management
· Act as an escalation point for the Service Desk and manage issues to completion.
· Communicate clearly with users, stakeholders, and internal teams.
· Support Major Incident and Problem Management activities.
Projects & Continuous Improvement
· Assist with onboarding, technical projects, and service improvements.
· Contribute to documentation, knowledge base articles, and automation ideas.
· Stay current with Microsoft technologies and industry best practice.
Required Technical SkillsEssential
· Minimum 3 years' experience in 2nd Line IT Support or an MSP environment.
· Strong Microsoft 365 administration skills, including Exchange Online, SharePoint, Teams, and OneDrive.
· Strong experience with Intune, Entra ID, Conditional Access, Windows Server, Active Directory, Group Policy
· Strong troubleshooting skills, customer service, and communication skills.
Desirable
· Microsoft Defender Suite, Azure VMs, Azure Networking, or PowerShell.
· Backup platforms such as Datto, Veeam, or similar.
· Cisco Meraki, Cyber Essentials, or ITIL Foundation knowledge.
Personal Attributes
· Analytical, organised, and able to prioritise multiple customer issues.
· Customer-focused with strong attention to detail.
· Team player with a proactive approach to learning and mentoring junior engineers.
Key Performance Indicators (KPIs)
· SLA adherence, first-time fix rate, and ticket resolution quality.
· Customer satisfaction, documentation completeness, and escalation reduction.
· Technical certification progress.
Job Types: Full-time, Permanent
Pay: £27,000.00-£30,000.00 per year
Benefits:
- Company pension
- Free parking
- Life insurance
- On-site parking
- Sick pay
Work Location: In person
