Support Engineer, 2nd Line, Microsoft 365, Active Directory, Endpoint Management

The Support Engineer will take ownership of escalated incidents passed up from a first-line team, working through more complex technical issues that require deeper diagnostic ability and broader systems knowledge. Day-to-day responsibilities span endpoint protection, software deployment, patch management, and identity and access administration across a hybrid environment. The role also carries a mentoring element, with the expectation that you will help first-line colleagues grow their technical knowledge over time. Accurate ticket logging, adherence to SLA targets, and contribution to internal documentation are all central to how success is measured here.

A Support Engineer opportunity has arisen with a well-established organisation based in Basingstoke. Are you an experienced second-line professional ready to take on a varied technical role where you can also help shape the skills of those around you?, * Experience of working in a second-line support capacity, ideally with a solid background gained in first-line support beforehand, along with solid hands-on knowledge of Windows 10 and 11, hardware and software troubleshooting, and a basic grasp of networking and TCP/IP

• Practical exposure to Microsoft 365 administration, ideally including Intune, Entra ID, and Exchange, alongside familiarity with Active Directory and Group Policy Objects in a hybrid environment
• The ability to communicate clearly with non-technical users, manage escalations appropriately, and work through complex problems with a structured, methodical approach
• Some experience guiding or mentoring junior colleagues, and a customer-focused mindset with a genuine commitment to delivering a high standard of support

• Hybrid shift pattern across 8am-4.30pm and 9am-5.30pm, 40 hours per week
• 25 Days’ holiday
• Pension
• A structured team environment with clear escalation pathways and collaborative colleagues
• Opportunity to contribute to a well-governed IT function operating to ISO 9001, 14001, and 27001 standards

This is a well-established UK-based organisation with a Group IT Services function supporting a broad internal user base. The business holds quality, environmental, and information security management accreditations, which gives a clear indication of how seriously it takes structured, professional operations. The wider IT team is collaborative and grounded, with a clear structure that offers good visibility of how your work contributes to the service overall.