2nd Line Engineer

This is a key technical role within the support team, handling escalated tickets from 1st line and providing expert-level resolution across Microsoft 365, Azure, Intune, Windows Server and networking environments. You will be working in a fast-paced MSP environment, supporting multiple clients simultaneously and taking ownership of complex issues through to resolution.

WHAT YOU’LL BE DOING

*Handling escalated 2nd line support tickets across a varied client base, resolving issues efficiently and to a high standard

*Providing expert support across Microsoft 365 - including Exchange Online, Teams, SharePoint and OneDrive

*Managing and supporting Azure environments including virtual machines, Entra ID and cloud infrastructure

*Administering and troubleshooting Intune - device enrolment, policy management, compliance and app deployment

*Supporting Windows Server environments including Active Directory, Group Policy, DNS and DHCP

*Diagnosing and resolving networking issues - TCP/IP, VLANs, firewalls, switches and routing

*Managing user accounts, permissions and security across Microsoft environments

*Keeping tickets well-documented and clients updated throughout the resolution process

*Escalating to 3rd line where required and contributing to knowledge base documentation

*Occasionally attending client sites to deliver on-site support where needed

*5+ years of IT support experience, with solid 2nd line experience within an MSP environment

*Strong working knowledge of Microsoft 365 - Exchange Online, Teams, SharePoint, OneDrive

*Hands-on Azure experience - virtual machines, Entra ID, cloud infrastructure support

*Proven Intune experience - device management, compliance policies, app deployment

*Windows Server administration - Active Directory, Group Policy, DNS, DHCP

*Good networking fundamentals - TCP/IP, VLANs, firewalls, routing and switching

*Excellent communication skills - confident with both technical and non-technical stakeholders

*A methodical, calm approach to problem-solving under pressure

*Microsoft certifications (AZ-104, MS-102 or similar) are advantageous

Our client is a well-established Managed Service Provider based in Brighton, delivering high-quality IT support and cloud solutions to a diverse portfolio of business clients. With a collaborative team culture and a strong focus on technical excellence, they are looking for an experienced 2nd Line Support Engineer to join the team and make an immediate impact.