2nd Line Engineer

Technical Support & Troubleshooting

• Handle 2nd line escalations from the service desk, diagnosing and resolving complex hardware, software, and network issues.
• Support Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive.
• Troubleshoot Windows 10/11 desktops, laptops, mobile devices, and peripherals.
• Resolve issues related to Active Directory accounts, permissions, group membership, and authentication.
• Manage printer, VPN, Wi-Fi, and remote access support incidents.

Systems & Administration

• Administer AD user accounts, password resets, mailbox support, and access control.
• Support basic Azure AD/Entra ID administration and M365 configuration tasks.
• Perform endpoint management via Intune, SCCM, or similar tools.
• Monitor system alerts and escalate to 3rd line or infrastructure teams where needed.

On-Site Support & Client Visits

• Attend client sites occasionally for hardware installations, troubleshooting, desk-side support, and project delivery.
• Deploy new equipment (PCs, laptops, mobile devices), including imaging, configuration, and user setup.
• Support office moves, network patching, and on-site incident resolution.

Service Delivery & Customer Engagement

• Maintain high-quality customer service when interacting with end-users and stakeholders.
• Provide clear and timely updates on ticket progress and resolution.
• Document solutions, known errors, and processes to improve team efficiency.
• Assist with user training or floor-walking during system changes or rollouts.

Operational Support

• Perform scheduled maintenance tasks, patching, updates, and checks.
• Support backup operations, device encryption, and security best practices.
• Participate in small IT projects such as system upgrades or migrations.

What you'll need to succeed

Windows & Desktop Support

• Windows 10/11 troubleshooting
• Basic Windows Server exposure (password resets, simple admin tasks)
• Active Directory (user creation, group membership, account unlocks)
• Basic Group Policy understanding (applying/identifying issues)
• Printer, VPN, and network drive troubleshooting

Microsoft 365 & Cloud Basics

• Microsoft 365 support (Outlook, Teams, SharePoint, OneDrive issues)
• Basic Exchange Online tasks (mailbox creation, permissions, shared mailboxes)
• Azure AD / Entra ID user and access support (password resets, MFA assistance)
• Assisting with M365 onboarding/offboarding

Device & Endpoint Support

• Laptop/desktop builds and configuration
• Software installs, updates, and patching
• BitLocker key recovery
• Working knowledge of endpoint protection (AV tools, Windows Defender)

Tools & Troubleshooting

• Familiar with remote support tools (RDP, Teams, AnyDesk, etc.)
• Using ticketing systems (ServiceNow, Freshdesk, etc.)
• Documenting fixes and updating knowledge base articles

Dependable 2nd Line IT Support Engineer with strong experience supporting the Windows stack, including Windows 10/11, Windows Server, Active Directory, Group Policy, and Microsoft 365 applications. Skilled in troubleshooting escalated technical issues, administering user accounts, and delivering smooth on-site and remote support. A proactive, customer-focused engineer able to work independently, travel to client sites when required, and ensure stable, secure, and high-performing Windows environments., Soft Skills & Work Approach

• Good communication and customer-service skills
• Ability to handle escalated issues with guidance
• Strong time management and willingness to learn
• Occasional travel to client sites for hands-on support, device installs, or small project work
• Works well in a team and independently when required