> Markdown version of [/jobs/ext/2436351-2nd-line-support-engineer](https://www.wearedevelopers.com/jobs/ext/2436351-2nd-line-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 2nd Line Support Engineer - **Company:** Nigel Wright Group - **Location:** Sunderland, UK - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Microsoft Online Services, Business Process Modeling, Cyber Security, Dynamic Host Configuration Protocol, Domain Name System (DNS), Identity and Access Management, Microsoft Security Essentials, Windows Servers, Networking Basics, Azure Active Directory, Secure Messaging, Microsoft SharePoint, TCP/IP, Software Vulnerability Management, Scripting, Microsoft InTune, Deployment Automation - **Published:** August 21, 2026 - **Apply:** https://www.reed.co.uk/jobs/2nd-line-support-engineer/57263126 ## About the Role * At least 3 years' experience in a 2nd Line IT Support or similar role. * Strong customer service and stakeholder management skills. * Experience managing incidents against service levels and business priorities. * Excellent troubleshooting and problem-solving abilities. * Strong technical documentation skills. Technical Skills * Microsoft 365 (Exchange Online, SharePoint, Teams) * Entra ID (Azure AD) and Active Directory * Intune / Endpoint Manager * Windows Server and Windows 10/11 * Microsoft Security technologies (Defender, Conditional Access, Identity Protection) * Teams Telephony * Networking fundamentals including DNS, DHCP and TCP/IP * Vulnerability management and endpoint security * Email security platforms and secure messaging environments Desirable Experience * ITIL-based service environments. * Privileged Identity Management (PIM). * Mobile device management. * Print management solutions. * Infrastructure and networking exposure beyond desktop support. * Automation, scripting or process improvement tools. * Relevant Microsoft and ITIL certifications. Personal Attributes * Strong ownership mentality. * Proactive and solutions-focused approach. * Ability to manage multiple priorities in a fast-paced environment. * Excellent communication skills with both technical and non-technical stakeholders. * Collaborative team player with a commitment to continuous learning and development. ## Description I am looking for an experienced 2nd Line IT Support Engineer to join a growing IT team, providing advanced technical support across a modern Microsoft-based environment. This role is responsible for managing escalated incidents, resolving complex technical issues, contributing to service improvements, and supporting a cloud-first infrastructure. You'll work closely with 1st and 3rd line teams while playing a key role in delivering a reliable and high-performing IT service., Incident & Service Management * Manage and prioritise incidents and service requests within an ITSM platform. * Take ownership of complex escalations through to resolution. * Deliver high-quality fixes and maximise first-time resolution rates. * Maintain accurate ticket records and ensure clear communication with users. Technical Support * Troubleshoot issues across Microsoft 365, Windows, Entra ID (Azure AD), Intune and networking environments. * Support device deployment and configuration using Intune and Autopilot. * Administer Microsoft 365 services including Exchange Online, SharePoint and Teams. * Support Teams telephony solutions. * Perform authorised system and data changes in accordance with change procedures. * Provide occasional on-site support across multiple office locations. Cyber Security & Compliance * Monitor and respond to security alerts. * Support the identification and handling of cyber security incidents. * Administer Microsoft security technologies including Conditional Access, Identity Protection and Defender. * Assist with vulnerability management, patching and remediation activities. * Support internal and external audit requirements. Continuous Improvement * Conduct root cause analysis to reduce recurring issues. * Create and maintain technical documentation and knowledge base articles. * Identify opportunities to improve services, streamline processes and introduce automation. * Support and mentor junior members of the IT team ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [JavaScript? No. Java Scripts! - Scripting with Java](https://www.wearedevelopers.com/videos/2094-javascript-no-java-scripts-scripting-with-java) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Cyber Security: Small, and Large!](https://www.wearedevelopers.com/videos/259-cyber-security-small-and-large) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette)