2nd Line Support Engineer

The 2nd Line Support Engineer is responsible for providing advanced technical support across the organisation's IT estate, with a strong focus on incident escalations, cloud-based platforms, and service continuity.

This role acts as a technical bridge between 1st Line Service Desk and 3rd Line / specialist teams, ensuring efficient escalation, clear communication, and timely resolution of complex issues. The engineer will also contribute to service improvement, documentation, and root cause analysis., * Incident & Escalation Management

• Act as the primary point of escalation from 1st Line Support for incidents that require deeper technical investigation.
• Diagnose and resolve complex issues across infrastructure, cloud services, and end-user systems within agreed SLAs.
• Escalate unresolved or high-impact incidents to 3rd Line / external vendors, ensuring full technical context and clear handover.
• Take ownership of incidents through to resolution, maintaining accountability and customer communication throughout.

• Cloud & Modern Workplace Technologies

• Provide 2nd line support for cloud-based services, including (but not limited to):
• Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams)
• Azure AD / Entra ID (identity, access, conditional access)
• Azure IaaS / PaaS components where applicable
• Support hybrid environments integrating on-premise and cloud services.
• Assist with cloud service monitoring, service health reviews, and incident trend analysis.

• Liaison & Collaboration

• Work closely with 1st Line Support to:
• Improve first-time fix rates
• Provide coaching and technical guidance
• Identify training and knowledge gaps
• Collaborate with 3rd Line Engineers, Architects, and Vendors to resolve complex or systemic issues.
• Act as a technical point of contact during major incidents, changes, and service outages.

• Problem Management & Service Improvement

• Perform root cause analysis (RCA) on recurring incidents and contribute to problem records.
• Identify opportunities to improve system stability, monitoring, and support processes.
• Create and maintain technical documentation, knowledge base articles, and escalation runbooks.
• Contribute to change assessments and support post-implementation reviews.

• Security, Compliance & Best Practice

• Support security controls, patching, and vulnerability remediation activities.
• Ensure incidents and requests are handled in line with internal policies, security standards, and compliance requirements.
• Promote ITIL-aligned service management best practices.

Do you have experience in SharePoint?, * HNC/HND or equivalent experience

• Previous experience in an IT related procurement / administration
• IP Networking and Hardware support
• Desktop & Printer Hardware support
• Windows 11 support
• Windows Server Administration
• Active Directory Administration
• MDM Administration - InTune
• Office 365 Administration
• Azure Administration
• Desktop & Printer Hardware support
• Remote access experience and remote support
• M365 Support in specific areas, i.e. SharePoint and Teams
• Technical Documentation
• Excellent organisation skills
• Excellent communication skills