Senior 2nd Line Support Engineer

• Act as an escalation point for 1st/2nd Line Engineers
• Provide advanced troubleshooting across servers, networks, cloud, and security
• Deliver infrastructure tasks and projects including building, implementing, testing, and documenting
• 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 compliance frameworks including ISO27001 and Cyber Essentials

Technologies:

• Active Directory
• Architect
• Azure
• Cloud
• Cisco
• Firewall
• Hyper-V
• Support
• ITIL
• Linux
• Microsoft 365
• PowerShell
• Security
• TCP/IP
• VPN
• VMware
• Veeam
• Windows
• Office 365
• AWS
• RHEL
• SharePoint
• Ubuntu

• Strong experience in 2nd/3rd Line IT support
• Proficiency in Windows Server 2016 / 2019 / 2022
• Knowledge of Active Directory, DNS/DHCP, and Group Policy
• Experience with VMware vSphere and Microsoft Hyper-V
• Familiarity with Microsoft 365, Azure AD, and endpoint management
• Understanding of TCP/IP, VLANs, VPN troubleshooting, and firewall management
• Expertise in endpoint protection, security best practices, and incident response
• Knowledge of NAS/SAN administration and backup solutions like Veeam
• PowerShell scripting and Linux administration experience (desirable)
• Relevant certifications (Microsoft, Azure, VMware, Cisco, CompTIA, ITIL) are a plus
• Strong customer service mindset and communication skills

At IT-Helpdesk.Co, we are seeking a Senior 2nd Line / Junior 3rd Line Support Engineer to join our dynamic IT services team in a hybrid remote setup located in Westcliff-on-Sea, Essex. We pride ourselves on providing high standards of service and value each team members contribution. Our supportive team offers opportunities for clear progression into full 3rd Line, Solutions Architect, or IT Management roles. We provide exposure to modern cloud, networking, and cybersecurity technologies, with a focus on professional growth and flexible working arrangements. We also offer benefits such as a company pension, employee discount scheme, and on-site parking.