2nd line Support Engineer

What You'll Do

- Act as a key escalation point for Service Desk, resolving more complex 2nd line issues - Own incidents, service requests and changes through to resolution, ensuring clear communication with customers throughout - Support and maintain Microsoft 365 environments, including Exchange Online, identity, and access management - Troubleshoot mail flow, authentication (MFA), and connectivity issues across hybrid/cloud environments - Manage users, devices and policies across Active Directory and Entra ID - Deploy and support end-user devices using Intune, Autopilot and MDM solutions - Diagnose and resolve network issues across LAN, WAN and Wi-Fi environments (VPN, routing, switching) - Monitor and maintain customer environments, including backups and infrastructure health - Carry out restores and support disaster recovery scenarios when required - Contribute to customer projects such as migrations, upgrades and new site setups - Work closely with 3rd line and project teams to deliver changes and improvements - Produce clear documentation for fixes, changes and deployments

What You'll Need

- Experience in a 2nd line (or strong 1st line stepping up) role within an MSP or fast-paced support environment - Solid troubleshooting skills across Windows environments and Microsoft 365 - Experience with: - Exchange Online / mail flow - Active Directory & Entra ID - Intune / Autopilot / MDM - Good understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPNs) - Experience supporting endpoints (Windows 10/11) and user environments - Exposure to backup technologies and restore processes - Familiarity with virtual environments (e.g. VMware or Hyper-V) - Understanding of ITIL principles (incident, change, problem management) - Awareness of security best practices (e.g. Cyber Essentials)

What You'll Love

Generous Time Off: Enjoy 24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays.

Continuous Learning: Participate in regular lunch and learn sessions with both internal and external speakers.

Volunteer Opportunities: Contribute to your community with 2 paid volunteer days each year.

Team Spirit: Join a friendly team and engage in various social events organised throughout the year.