2nd Line Support Engineer

Key Responsibilities

• Act as the escalation point for 1st line support, managing complex or unresolved issues through to resolution
• Perform advanced troubleshooting across desktop, server, network, and cloud environments
• Identify root causes of recurring issues and implement long-term fixes
• Administer and support Microsoft 365 services, including Exchange Online, Teams, SharePoint, and Intune
• Manage identity and access across Active Directory and Entra ID (Azure AD)
• Support Conditional Access, MFA, security policies, and endpoint management
• Manage devices via Intune, including enrolment, compliance, and deployment
• Troubleshoot networking issues (DNS, DHCP, VPN, and connectivity)
• Support Windows Server environments, file services, and basic virtualisation
• Collaborate with 3rd line engineers on escalations, projects, and infrastructure improvements
• Identify opportunities to improve service quality and automate repetitive tasks
• Maintain accurate documentation and contribute to the knowledge base
• Assist with software deployments, patching, and system updates
• Provide on-site and remote support across multiple locations as required
• Ensure all work is logged and tracked within the ticketing system
• Support helpdesk operations during peak periods, including ticket triage and escalation
• Participate in an out-of-hours support rota where required
• Travel between sites when necessary, sometimes at short notice
• Maintain endpoint and identity security controls, ensuring compliance with security policies
• Assist in identifying and resolving security-related incidents

Essential Skills & Experience

• 3-5 years' experience in a 2nd Line IT Support role
• Strong troubleshooting and problem-solving skills across a range of technologies
• Ability to take ownership of issues through to resolution, including root cause analysis
• Excellent communication skills, with the ability to engage technical and non-technical users
• Strong organisational and time management skills
• Full UK driving licence

Technical Expertise:

• Microsoft 365 administration (Exchange Online, Teams, SharePoint)
• Intune (device enrolment, compliance policies, deployment)
• Active Directory and Entra ID (Azure AD)
• Conditional Access, MFA, and endpoint security controls
• Windows 10, Windows 11, and Windows Server
• Networking fundamentals (DNS, DHCP, VPN, connectivity troubleshooting)
• Server infrastructure support (file services, permissions, basic virtualisation)
• Experience with ITSM / ticketing systems

Desirable Skills

• Experience in a multi-site environment
• Experience providing both on-site and remote support
• Exposure to warehouse or logistics environments
• Knowledge of virtualisation platforms (Hyper-V or VMware)
• Basic scripting skills (PowerShell)
• Exposure to Linux systems
• Relevant IT certifications (e.g., Microsoft, CompTIA)