2nd Line Support Engineer

🔒 Confidential Employer
Posted 24 March 2026
LOCATION
Thatcham, Berkshire
TYPE
Full-time
LEVEL
Associate
CATEGORY
Technology
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Windows Server Microsoft 365 Azure AD Networking Active Directory Virtualisation Endpoint management

FULL DESCRIPTION

2nd Line Support Engineer

We are looking for a skilled and motivated 2nd Line Support Engineer to join our Managed Services Support Team. This role is critical in supporting our clients by acting as the escalation point for incidents and service requests that our 1st Line team cannot resolve.

Responsibilities

  • Take ownership of technical incidents and service requests through to resolution.
  • Act as the escalation point for 1st Line Support.
  • Manage Incidents, Problems, Changes, Requests and Events using Roc’s Service Management platform.
  • Respond to alerts from proactive monitoring systems.
  • Perform troubleshooting across servers, networks, Microsoft 365 and endpoint environments.
  • Maintain accurate and timely updates within all service tickets.
  • Monitor and maintain customer systems to meet defined SLAs.
  • Work closely with 1st and 3rd line engineers to ensure smooth escalation and resolution.
  • Identify, assess, and manage security vulnerabilities across customer environments.
  • Liaise with third-party suppliers and vendors when required.
  • Maintain and contribute to technical documentation and knowledge base articles.
  • Build strong working relationships with customers, partners, and internal teams.
  • Assist with mentoring or training junior engineers when required.

Skills & Technical Knowledge

  • Windows Server and Desktop OS (Windows 10/11, Server 2016+)
  • Microsoft 365 administration
  • Azure AD / Intune / MDM
  • Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
  • Active Directory, Group Policy, Exchange (on-prem and online)
  • Virtualisation (Hyper-V or VMware)
  • Endpoint management (Intune)
  • Backup technologies (e.g., Veeam or cloud backup solutions)

Experience & Qualifications

  • ITIL Foundation
  • 2–3 years’ experience in a technical support role
  • Experience working within an MSP or multi-client environment
  • Exposure to RMM monitoring and management platforms
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