Job Overview
We are looking for a proactive and technically capable 2nd Line Support Engineer to join our growing team. This is an excellent opportunity for an experienced support professional who enjoys solving complex technical issues, working across a broad range of technologies, and delivering exceptional customer service.
As a key member of the support team, you will take ownership of escalated incidents, provide advanced technical support to our clients, and play an active role in maintaining and improving their IT environments. You'll work closely with senior engineers and project teams, gaining exposure to modern cloud technologies, networking, security, and infrastructure solutions.
Duties
- Advanced Technical Support: Act as the primary escalation point for complex technical issues passed up from the 1st Line team. Diagnose and resolve hardware, software, networking, and cloud-related issues.
- Incident & Service Management: Take ownership of escalated tickets from initial triage through to resolution, ensuring clear, professional communication with clients throughout.
- 365 Infrastructure & Cloud Admin: Administer and support Microsoft 365 environments (Exchange Online, SharePoint, Teams), Entra ID, and local server environments.
- Cloud & Security Admin: Take an active role in maintaining client security postures by managing Microsoft Defender, deploying Intune policies, and implementing MFA/Conditional Access protocols.
- Hardware & Project Deployment: Configure, build, and deploy physical servers and managed virtual machines (VMs), as well as networking peripheral equipment. Assist with client onboarding, migrations, and infrastructure updates.
- Problem Identification: Spot recurring technical issues and contribute to long-term solutions, documentation updates, and service improvements.
Essential
- Minimum 2 years’ experience working within an IT support, Service Desk, or fast-paced MSP environment.
- Strong administrative experience with the Microsoft 365 ecosystem.
- Solid experience supporting Windows desktop environments and basic Windows Server infrastructure.
- A good working understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, Firewalls).
- Familiarity using remote monitoring tools (RMM) and ticketing systems.
- Excellent communication skills with the ability to explain technical issues clearly to non-technical users.
Desirable
- Experience with Microsoft Entra ID, Intune, Azure, or other cloud technologies.
- Exposure to virtualisation platforms such as Hyper-V or VMware.
- Previous experience working within an MSP environment.
- Relevant Microsoft certifications.
Pay: £34,000.00-£38,000.00 per year
Benefits:
- Company events
- Company pension
- Free parking
- On-site parking
Work Location: In person
