2nd Line Support Engineer

About the Role:

I am looking for an experienced 2nd Line IT Support Engineer to join a growing IT team, providing advanced technical support across a modern Microsoft-based environment.

This role is responsible for managing escalated incidents, resolving complex technical issues, contributing to service improvements, and supporting a cloud-first infrastructure. You'll work closely with 1st and 3rd line teams while playing a key role in delivering a reliable and high-performing IT service.

Key Responsibilities:

Incident & Service Management

• Manage and prioritise incidents and service requests within an ITSM platform.
• Take ownership of complex escalations through to resolution.
• Deliver high-quality fixes and maximise first-time resolution rates.
• Maintain accurate ticket records and ensure clear communication with users. 

Technical Support

• Troubleshoot issues across Microsoft 365, Windows, Entra ID (Azure AD), Intune and networking environments.
• Support device deployment and configuration using Intune and Autopilot.
• Administer Microsoft 365 services including Exchange Online, SharePoint and Teams.
• Support Teams telephony solutions.
• Perform authorised system and data changes in accordance with change procedures.
• Provide occasional on-site support across multiple office locations. 

Cyber Security & Compliance

• Monitor and respond to security alerts.
• Support the identification and handling of cyber security incidents.
• Administer Microsoft security technologies including Conditional Access, Identity Protection and Defender.
• Assist with vulnerability management, patching and remediation activities.
• Support internal and external audit requirements.

Continuous Improvement

• Conduct root cause analysis to reduce recurring issues.
• Create and maintain technical documentation and knowledge base articles.
• Identify opportunities to improve services, streamline processes and introduce automation.
• Support and mentor junior members of the IT team

What I'm Looking For:

Essential

• At least 3 years' experience in a 2nd Line IT Support or similar role.
• Strong customer service and stakeholder management skills.
• Experience managing incidents against service levels and business priorities.
• Excellent troubleshooting and problem-solving abilities.
• Strong technical documentation skills.

Technical Skills

• Microsoft 365 (Exchange Online, SharePoint, Teams)
• Entra ID (Azure AD) and Active Directory
• Intune / Endpoint Manager
• Windows Server and Windows 10/11
• Microsoft Security technologies (Defender, Conditional Access, Identity Protection)
• Teams Telephony
• Networking fundamentals including DNS, DHCP and TCP/IP
• Vulnerability management and endpoint security
• Email security platforms and secure messaging environments 

Desirable Experience

• ITIL-based service environments.
• Privileged Identity Management (PIM).
• Mobile device management.
• Print management solutions.
• Infrastructure and networking exposure beyond desktop support.
• Automation, scripting or process improvement tools.
• Relevant Microsoft and ITIL certifications. 

Personal Attributes

• Strong ownership mentality.
• Proactive and solutions-focused approach.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent communication skills with both technical and non-technical stakeholders.
• Collaborative team player with a commitment to continuous learning and development.

Benefits:

• Competitive salary dependent on experience.
• Pension scheme.
• Occupational sick pay.
• Industry-recognised training and certification support.
• Cycle to Work scheme.