2nd Line Support Engineer

Scale Shore Consulting

Stratford-upon-Avon, United Kingdom

3 days ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Working hours

Regular working hours

Languages

English

Experience level

Intermediate

Compensation

£ 35K

Job location

Stratford-upon-Avon, United Kingdom

Tech stack

Microsoft Windows

Microsoft Active Directory

Azure

Cloud Computing

Dynamic Host Configuration Protocol

DNS

Issue Tracking Systems

Virtual Private Networks (VPN)

Windows Server

Powershell

Azure

SharePoint

TCP/IP

Wide Area Networks

Windows Desktop

Wi-Fi Technology

Firewalls (Computer Science)

Microsoft InTune

Fortinet

User Accounts

Job description

Act as a 2nd Line escalation point for incidents and service requests from 1st Line
Diagnose and resolve complex issues across Windows desktop and server environments
Support Microsoft 365, Azure AD, and cloud-based services
Troubleshoot networking issues including LAN/WAN, VPNs, Wi-Fi, and firewalls
Configure and support FortiGate firewalls (VPNs, policies, NAT, basic troubleshooting)
Administer user accounts, permissions, and group policies (Active Directory / Azure AD)
Build, configure, and support end-user devices (Windows laptops/desktops)
Liaise with 3rd Line engineers and vendors for escalations
Maintain accurate ticket updates and documentation; contribute to knowledge base
Work to SLAs and ITIL-aligned processes
Identify recurring issues and recommend service improvements

Requirements

Do you have experience in Windows?, We are seeking a capable and customer-focused 2nd Line Support Engineer to provide advanced technical support within a UK-based Managed Service Provider (MSP) environment. The successful candidate will act as an escalation point from 1st Line, taking ownership of more complex technical incidents and service requests, and contributing to the stability and continuous improvement of client environments., Essential:

Proven experience in a 2nd Line Support / IT Support Engineer role (ideally within an MSP)
Strong Windows 10/11 and Windows Server support experience
Microsoft 365 administration (Exchange Online, Teams, SharePoint)
Active Directory and Azure AD administration
Solid networking fundamentals (TCP/IP, DNS, DHCP, VPNs)
Hands-on experience with FortiGate firewalls (VPN configuration, firewall rules, basic troubleshooting)
Experience using ticketing systems in an ITIL environment
Strong troubleshooting and communication skills

Desirable: