IT Support level 2 Engineer

Are you an experienced 2nd Line Support Engineer looking to expand your expertise across enterprise cloud infrastructure, cybersecurity, and modern backup solutions?

We are a rapidly growing Managed Service Provider (MSP) delivering high-performance IT infrastructure, cloud transformations, and robust cybersecurity services across a diverse portfolio of business clients.

We are seeking a proactive Level 2 IT Support Technician / Infrastructure Support Engineer to join our technical team. Operating in a flexible hybrid structure (including remote work, weekly office collaboration, and scheduled client site visits), you will manage and resolve escalated 2nd-line incidents, maintain Active Directory/Windows Server environments, oversee backup pipelines (Acronis/Datto), and help enforce Cyber Essentials Plus security standards across our managed estates.

Key Responsibilities2nd Line Technical Support & Ticketing

• Escalation Resolution: Manage, troubleshoot, and resolve complex 2nd-line incidents across desktop, server, network, and Microsoft 365 environments within agreed SLA targets.
• Service Management: Maintain accurate ticket histories, asset documentation, and customer environment guides inside our PSA/RMM systems.
• Level 1 Support: Assist with Level 1 ticket overflow during peak times to ensure seamless service delivery.

Microsoft Infrastructure & Identity Administration

• Windows Server & ADDS: Administer Windows Server environments, including Active Directory Domain Services (ADDS), DNS, DHCP, file/print shares, user permissions, and ADFS/SSO identity integrations.
• Group Policy (GPOs): Create, deploy, and troubleshoot GPOs for security policies, drive mapping, printer deployment, and endpoint configurations.
• Microsoft 365: Manage M365 tenant administration, user lifecycle management, exchange online, and hybrid identity configurations.

Cybersecurity & Compliance

• Cyber Essentials Plus: Assist clients with implementing and maintaining cybersecurity controls aligned with Cyber Essentials Plus standards.
• Hardening & MFA: Deploy endpoint protection, configure Multi-Factor Authentication (MFA), manage access controls, and perform routine security patch management.
• Alert Response: Monitor security consoles, investigate endpoint alerts, and assist with vulnerability remediation.

Backup, Disaster Recovery & Endpoints

• Backup Management: Administer, configure, and monitor backup jobs utilizing Acronis Cyber Protect and Datto. Perform routine restore testing and troubleshoot backup failures.
• Print & Endpoint Deployment: Administer print servers, troubleshoot network queues, and configure/deploy new desktop and laptop hardware., This is a hybrid role designed to offer flexibility while keeping our team connected:
• Remote Working: Work comfortably from home for the majority of your week.
• Office Collaboration: Attend our head office 1 day per week for team syncs, project planning, and bench-building work.
• Onsite Visits: Conduct scheduled onsite technical visits to customer locations as required for hardware deployments or physical infrastructure maintenance.

• MSP Experience: Proven experience working inside a Managed Service Provider (MSP) environment delivering 2nd line support.

Technical Proficiency:

• Strong working knowledge of Windows Server, Active Directory (ADDS), DNS/DHCP, GPOs, and Microsoft 365 administration.
• Hands-on experience with commercial backup platforms (specifically Acronis Cyber Protect and/or Datto).
• Understanding of networking fundamentals (TCP/IP, VPNs, Firewalls, VLANs).
• Familiarity with Cyber Essentials Plus standards and cybersecurity best practices.
• Driving Credentials: Full UK Driving Licence and access to a reliable vehicle for scheduled onsite customer visits.
• Communication: Exceptional client-facing communication skills with a customer-first mindset.

Desirable Skills (Bonus Points)

• Exposure to Microsoft Intune, Microsoft Defender for Endpoint, or Azure AD / Entra ID.
• Basic scripting abilities in PowerShell.
• Experience with virtualization technologies (Hyper-V / VMware)., * GCSE or equivalent (preferred)

Experience:

• Customer service: 2 years (preferred)
• Technical support: 3 years (required)

Licence/Certification:

• Driving Licence (required)

• Technical Growth: Gain hands-on exposure to advanced enterprise cloud, virtualized, and cybersecurity tools.
• Certifications Funded: We actively fund and support your Microsoft, vendor, and cybersecurity certifications (e.g., MS-900, AZ-104, CompTIA Security+).
• Clear Career Pathways: Structured internal progression routes into 3rd Line Infrastructure, Cloud Architecture, or Cybersecurity specialization.
• Work-Life Balance: Balanced hybrid working arrangement with standard weekday operating hours.

Job Type: Full-time

Pay: £30,000.00-£33,000.00 per year

Benefits:

• Free parking