Job Overview

An exciting opportunity for a 2nd Line IT Support Engineer to provide technical support, troubleshooting and cloud-based solutions across Microsoft environments within a fast-paced MSP setting. If you’ve also worked in the following roles, we’d also like to hear from you: IT Support Technician, Service Desk Engineer, Technical Support Engineer, IT Helpdesk Analyst.

Duties

• Provide Advanced Support: Resolve escalated incidents and service requests from 1st Line teams
• Troubleshoot Systems: Diagnose and resolve issues across Microsoft Azure, Microsoft 365, AVD and networking environments
• Manage Incidents: Take ownership of support tickets through to resolution in line with SLAs
• Communicate with Customers: Deliver clear updates and technical guidance to users and stakeholders
• Escalate when Required: Work with senior engineers, providing detailed diagnostics and analysis
• Maintain Documentation: Accurately update ITSM systems and contribute to knowledge sharing
• Support Service Desk: Assist with ticket triage and inbound calls during peak periods

Candidate Requirements

• Previous experience in an MSP environment within IT support or service desk roles
• Strong knowledge of Microsoft 365 including Outlook, OneDrive, SharePoint and Teams
• Experience supporting Windows 11 and Mac OS
• Experience with Windows Server, Active Directory, DNS and Event Viewer
• Proven experience of troubleshooting networking and infrastructure issues
• Experience managing user accounts, Azure AD and MFA configuration
• Exposure to Conditional Access and cybersecurity best practices
• Excellent customer service and communication skills with a strong telephone manner
• Ability to prioritise workload, work under pressure and meet deadlines
• Relevant Microsoft certifications including AZ-900, MS-900, SC-900 and MS-102

Benefits

• Learning and development opportunities including Microsoft certifications
• Career progression opportunities
• 21 days holiday (increasing after 3 years of service) plus public holidays
• Birthday day off
• Private healthcare after probation
• 40% off gym membership
• Pension scheme from day one
• Cycle to work scheme
• Eyecare vouchers
• Social events and team activities
• Electric car scheme after 2 years of service
• Recruitment referral scheme

How to Apply

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JOB REF: AWDO-P14647

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