Onsite IT Support Engineer / 2nd Line Desktop Support Technician

A fantastic opportunity for a skilled IT Support professional with strong Microsoft 365, Azure and endpoint management experience to join a fast-growing managed services environment delivering high-quality technical support and cloud computing solutions., We have a fantastic new job opportunity for an Onsite IT Support Engineer / 2nd Line Desktop Support Technician to join a dynamic managed services environment supporting London-based clients.

As an Onsite IT Support Engineer / 2nd Line Desktop Support Technician you will act as a key escalation point, resolving complex IT support issues across Microsoft Windows, Microsoft 365, Azure cloud services and endpoint management platforms.

The Onsite IT Support Engineer / 2nd Line Desktop Support Technician will deliver outstanding customer service, manage incidents and service requests in line with ITIL processes, and mentor junior team members while ensuring SLAs and security standards are consistently achieved., Your duties as the Onsite IT Support Engineer / 2nd Line Desktop Support Technician include:

• Second Line Technical Support: Log, classify and resolve incidents and service requests via telephone, email and live chat

• Incident Escalation: Investigate complex desktop support and end-user computing issues escalated from 1st Line

• Microsoft Environment Support: Troubleshoot Windows 10/11, Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint), Entra ID, Active Directory, Intune and Autopilot

• Cloud & Infrastructure Support: Assist with Azure administration, DNS, DHCP and infrastructure monitoring toolsets

• New Starter Provisioning: Support onboarding processes and configure user accounts, devices and access

• Vendor Liaison: Escalate application issues to third-party software vendors where required

• SLA Management: Manage P1 incidents and priority tickets in line with agreed service level agreements

• Call Queue Ownership: Maintain accurate ticket documentation and provide regular client updates

• VIP Support: Deliver high-priority assistance to senior stakeholders

• Team Development: Mentor and support 1st Line engineers to enhance technical capability

• Field Support Cover: Provide onsite support cover when required

• Previous experience in a 2nd Line IT Support, Service Desk Analyst or Technical Support Engineer role

• Proven experience of troubleshooting Microsoft Windows 10/11 and Microsoft 365 applications

• Experience with Entra ID, Active Directory, Intune and Autopilot administration

• Experience with DNS and DHCP configuration and troubleshooting

• Experience working within an ITIL framework, including Incident Management and Service Request Fulfilment

• Proven experience of working to SLAs within a structured service desk environment

• Excellent communication and customer service skills with clear written and spoken English

• Ability to prioritise workload, manage competing demands and maintain high-quality ticket documentation

• Proactive, solutions-focused approach with strong problem-solving skills

• Collaborative team player committed to maintaining an inclusive working environment

DESIRABLE

• Experience within a Managed Service Provider (MSP) environment

• ITIL v3 or v4 Foundation certification

• Experience supporting Apple Mac devices

• Knowledge of cyber security best practice and security incident processes

• Experience in an ISO27001 aligned environment

• Experience with Windows Server administration and networking / WiFi troubleshooting

• Performance based bonus (up to £4,000)

• Industry renowned training and certifications (sponsored)

• Personal development time with access to Pluralsight training platform

• Discretionary company sick pay

• 23 days' holiday plus Bank Holidays, increasing with length of service

• Day off on your birthday

• Inclusive working environment

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