Senior 2nd Line / Junior 3rd Line Support Engineer

You will work closely with senior engineers on complex technical issues while acting as an escalation point for the wider support team., * Act as an escalation point for 1st/2nd Line Engineers

• Provide advanced troubleshooting across servers, networks, cloud, and security
• Deliver infrastructure tasks and projects: build, implement, test, document
• Support and monitor backup, disaster recovery, and security platforms
• Assist with Microsoft 365, Azure AD, and endpoint management environments
• Maintain accurate documentation and contribute to technical standards
• Build strong client relationships and manage expectations professionally
• Support IT-Helpdesk.Co's compliance frameworks including ISO27001, Cyber Essentials, and data protection best practices, * Clear progression path into full 3rd Line, Solutions Architect, or IT Manager roles
• Exposure to modern cloud, networking, and cybersecurity technologies
• Varied client environments - no two days the same
• Supportive, growing team with real technical depth
• Hybrid working model with flexibility
• Opportunity to influence standards and technical direction

Do you have experience in vSphere?, * Windows Server 2016 / 2019 / 2022

• Active Directory
• DNS / DHCP
• Group Policy
• RDS

Virtualisation

• VMware vSphere
• Microsoft Hyper-V

Cloud & Microsoft 365

• Microsoft 365 administration
• Azure AD / Entra ID
• Exchange Online
• Intune (basic to intermediate)
• Teams & SharePoint administration

Networking

• TCP/IP fundamentals
• VLAN awareness
• VPN troubleshooting
• Firewall & switch management exposure
• DrayTek
• Cisco
• Ubiquiti
• Fortinet

Security

• Endpoint protection (Defender for Endpoint, ESET, or similar)
• MFA & Conditional Access awareness
• Security best practices and incident response fundamentals

Storage & Backup

• NAS / SAN administration
• Veeam
• Synology (including Synology C2)
• Microsoft 365 backup solutions

Desirable Skills

• PowerShell scripting or automation experience
• Linux administration (Ubuntu / RHEL / CentOS)
• Exposure to AWS or Google Cloud
• Monitoring tools (PRTG, SolarWinds, Nagios or similar)
• VoIP platforms (3CX, Horizon, Soho66)
• Relevant certifications (Microsoft, Azure, VMware, Cisco, CompTIA, ITIL)

Personal Attributes

• Strong customer service mindset
• Able to explain technical issues clearly to non-technical users
• Calm, methodical approach to troubleshooting
• Comfortable working under pressure and managing priorities
• Willingness to learn and progress technically
• Process-driven with good documentation habits

• Company pension
• Employee discount scheme
• On-site parking
• Hybrid remote working

Job Type: Full-time

Pay: £28,420.71-£30,359.55 per year, * Company pension

• Employee discount
• On-site parking
• Store discount

As part of our escalation team, you will support a varied client base (approximately 300+ end users) across multiple sectors. You'll be involved in advanced troubleshooting, infrastructure improvements, and project delivery, while helping maintain the high standards IT-Helpdesk.Co is known for.