2nd Line IT Support Engineer

As a 2nd Line IT Support Engineer, you will act as an escalation point from the Service Desk, working on more complex technical issues while also supporting infrastructure improvements and customer environments.

You will be responsible for:

• Handling 2nd line support tickets and escalations from the Service Desk
• Troubleshooting issues across Microsoft 365, Azure and Windows environments
• Supporting and maintaining network infrastructure, including firewalls, VPNs and connectivity
• Working with technologies such as WatchGuard, Ubiquiti and other networking solutions
• Assisting with system upgrades, deployments and improvements
• Supporting users across multiple customer environments
• Occasional onsite visits to customer sites when required
• Maintaining accurate documentation and working to SLAs

The successful candidate will have experience in a 2nd Line or strong 1st Line role and be comfortable working in a fast-paced IT services environment.

Key experience includes:

• Strong experience with Microsoft 365 administration and support
• Exposure to Azure (minimum fundamentals level or equivalent experience)
• Experience supporting Windows environments and Active Directory
• Understanding of networking concepts, firewalls and connectivity
• Experience handling escalations and complex technical issues
• Excellent troubleshooting and problem-solving skills
• Strong communication and customer-facing ability
• Full UK driving licence

• Opportunity to work in a fast-paced, varied technical environment
• Exposure to a wide range of technologies and customer systems
• Training and certification support (including Microsoft)
• Clear progression opportunities into senior or project roles
• Supportive team environment with strong leadership

An established IT services provider is looking to recruit a 2nd Line IT Support Engineer to join their growing technical team. This is an excellent opportunity for someone with a strong support background who enjoys working in a fast-paced environment, handling more complex issues, and gaining exposure to a wide range of technologies across multiple customer environments. The business actively invests in its people, offering ongoing training, certifications, and clear progression opportunities for ambitious engineers looking to develop their careers.