2nd Line Support Engineer
Role details
Job location
Tech stack
Job description
· Provide 2nd line IT support both remotely and on-site.
· Act as an escalation point for the 1st Line team and resolve more complex issues.
· Install, configure, and maintain IT equipment for users and client sites.
· Troubleshoot problems with Microsoft 365, Windows, Azure, networking, and hardware.
· Monitor systems, apply updates and patches, and fix issues before they cause disruption.
· Support cloud and virtualisation technologies such as Azure, AWS, and VMware.
· Work with third-party suppliers to resolve technical problems and upgrades.
· Help with system rollouts, migrations, and new site setups.
· Keep clear and accurate records, tickets, and documentation.
· Create and update Knowledge Base articles for the support team.
· Provide guidance and support to 1st Line colleagues.
· Manage your workload effectively and deliver great customer service at all times.
Requirements
Do you have a valid Driving Licence license?, Do you have experience in Virtualization?, Experience in a 2nd Line Support or similar IT role (MSP experience a plus).
· Good knowledge of Microsoft 365, Windows, and Active Directory.
· Experience with cloud platforms (Azure, AWS) and virtualisation (VMware, Hyper-V).
· Basic networking skills (DNS, DHCP, VPNs, Wi-Fi, firewalls).
· Confident supporting hardware, printers, and mobile devices.
· Strong troubleshooting and customer service skills.
· Well organised, calm under pressure, and a good communicator.
· Willing to travel when needed - full UK driving licence required.
· Microsoft certifications are desirable but not essential.
Benefits & conditions
Pulled from the full job description
- Referral programme
- Employee discount
- Additional leave
- Cycle to work scheme
- Car scheme
