2nd Line Support Engineer - Infrastructure-Focused
Role details
Job location
Tech stack
Job description
This role goes beyond a typical helpdesk position and will suit someone confident working across Microsoft environments, servers, networking, and hybrid cloud systems. You will take ownership of escalated technical issues, support the delivery of IT projects, and play a key role in maintaining high service levels for customers., You will be involved in server deployments, infrastructure upgrades, and Microsoft 365 environments alongside senior engineers. Duties include:
- Acting as a key escalation point for technical issues
- Taking ownership of tickets from start to resolution
- Supporting infrastructure and project work alongside senior engineers
- Delivering advanced remote troubleshooting
- Providing on-site support when required
- Maintaining a high standard of customer service
Requirements
An exciting opportunity has arisen to join a growing and well-established IT services provider with offices in Walsall and Birmingham. Due to continued expansion, they are seeking a capable and hands-on 2nd Line Support Engineer with strong Microsoft and infrastructure exposure to support their expanding client base., * 3-5 years' experience in IT support within an MSP or similar environment
- Strong Microsoft 365 administration and troubleshooting (Teams, Outlook, OneDrive, SharePoint)
- Experience supporting Windows Server environments
- Good understanding of networking fundamentals (IP, DNS, DHCP, Wi-Fi)
- Experience with ticketing systems and remote management tools
- Confident deploying laptops and desktops, including imaging and configuration
- Strong troubleshooting and problem-solving ability
- Excellent communication skills and customer-focused approach
- Full UK driving licence and access to own vehicle (essential)
Desirable:
We are particularly interested in candidates who have assisted with or been involved in:
- Windows Server installations and configuration
- Active Directory and Group Policy
- Hybrid Microsoft environments (on premises linked with Microsoft 365 / Azure)
- Basic Azure administration or tenant integration
- Network installations or upgrades
- VoIP systems support such as 3CX, Yeastar or Cisco phone systems
Benefits & conditions
For the right person, this position offers genuine progression into 3rd line support and project-based work, alongside a competitive salary and attractive benefits package., Salary:£30,000 - £34,000 per year, depending on experience.
Hours: Monday to Friday, 9:00am to 5:30pm. Occasional out-of-hours work may be required.
Benefits:
- Mileage allowance and expenses paid
- Ongoing training and development
- Pension scheme
- 30 days' holiday including bank holidays
- Free secure parking
- Friendly and supportive team environment
