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# 2nd Line Support Engineer

- **Company:** Swiftcomm
- **Location:** Peterborough, UK
- **Experience:** Experienced
- **Salary:** £32,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Microsoft Azure, Dynamic Host Configuration Protocol, Domain Name System (DNS), Multi-Factor Authentication, Virtual Private Networks (VPN), Network Troubleshooting, Networking Basics, Microsoft SharePoint, TCP/IP, Virtual Local Area Networks, Wi-Fi Technology, Firewalls (Computer Science), Microsoft InTune, User Administration
- **Published:** May 16, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=ce46927f2ce4e625

## About the Role

Do you have a valid Driving License license?, Do you have experience in VPN?, Essential

 * Minimum 3 years' prior MSP experience in a 2nd line IT support role
 * Proven experience supporting multiple customers in a fast-paced, ticket-driven environment
 * Strong working knowledge of Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive)
 * Hands-on experience with Azure / Entra ID - user management, conditional access, MFA
 * Solid networking fundamentals - TCP/IP, DNS, DHCP, VLANs, firewalls, and VPNs
 * Excellent troubleshooting skills with a methodical, ticket-driven approach
 * Clear written and verbal communication - comfortable speaking with non-technical users
 * A full UK driving licence (occasional customer site visits may be required)

Desirable

 * Microsoft certifications AZ-104 (Azure Administrator) and MD-102 (Endpoint Administrator) - highly desirable but not required
 * Experience with Intune and modern device management
 * ITIL awareness and familiarity with service management best practice

## Description

As a 2nd Line IT Support Engineer, you'll be the go-to escalation point for complex technical issues across our diverse customer base. You'll work closely with our 1st line team to investigate, diagnose, and resolve tickets spanning Microsoft 365, Azure, and networking - taking ownership of problems from first touch through to resolution.

This is a hands-on, customer-facing role for someone who genuinely enjoys solving problems, building rapport with end users, and growing their skills across a broad and modern tech stack.

What You'll Be Doing

 * Acting as the second line of escalation for support tickets, taking ownership from 1st line and seeing issues through to resolution
 * Administering and troubleshooting Microsoft 365 and Azure environments, including Entra ID, Exchange Online, Teams, SharePoint, and Intune
 * Diagnosing and resolving network issues across firewalls, switches, VLANs, Wi-Fi, and VPNs
 * Onboarding new users, managing accounts and permissions, and supporting endpoint deployments
 * Documenting solutions, updating knowledge base articles, and sharing learnings with the wider team
 * Liaising with customers in a clear, professional, and empathetic manner - keeping them informed at every stage
 * Identifying opportunities to improve processes, automate repetitive tasks, and prevent recurring issues
 * Escalating to 3rd line and project teams when appropriate, with thorough handover notes


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