level 2 Support

Your New CompanyHays Technology are delighted to be working with a leading managed IT services provider to recruit a Level 2 Service Desk Engineer. This organisation delivers a wide range of IT infrastructure, cloud and security services to customers across multiple sectors and is committed to investing in technology, security and employee development. This is an excellent opportunity for an experienced IT professional looking to broaden their technical expertise while gaining increased exposure to security-focused technologies and projects.

Your New RoleAs a Level 2 Service Desk Engineer, you will provide technical support across a varied client base, acting as an escalation point for Level 1 engineers and taking ownership of incidents through to resolution. You will support Microsoft 365 environments, cloud platforms, networking technologies, servers, endpoints and security solutions while maintaining a security-first approach in all aspects of technical delivery.

Key responsibilities include:

• Providing remote and onsite Level 2 support across multiple customer environments.
• Supporting Microsoft 365, Exchange Online, Teams, SharePoint, Entra ID, Azure and Intune.
• Managing Active Directory, Group Policy, user accounts and permissions.
• Troubleshooting hardware, software, network and infrastructure issues.
• Supporting networking technologies including DNS, DHCP, VPNs, firewalls and wireless networks.
• Assisting with security incidents, alerts, vulnerability remediation and access management.
• Documenting solutions, maintaining knowledge bases and contributing to service improvements.
• Supporting and mentoring junior team members where required.

• Previous experience in a Level 2 IT Support role, ideally within an MSP or multi-client environment.
• Strong knowledge of Windows desktop and server operating systems.
• Experience supporting Microsoft 365, Exchange Online, Teams, SharePoint and Entra ID.
• Good understanding of networking fundamentals and troubleshooting methodologies.
• Strong customer service, communication and documentation skills.
• A security-conscious mindset with a genuine interest in developing cyber security knowledge.
• Full UK driving licence and access to a vehicle for business use.

Desirable skills include:

• Experience with Microsoft Defender, Intune, Sentinel or similar security platforms.
• Experience supporting firewalls, backup solutions, monitoring tools and remote management platforms.
• Exposure to vulnerability management, incident response or recognised security frameworks.
• PowerShell or scripting experience.
• Relevant IT, Networking or Cybersecurity qualifications.

• Competitive salary of £27,000 - £36,000 depending on experience.
• Hybrid working arrangements.
• 23 days annual leave plus statutory holidays.
• Private medical insurance.
• 5% employer pension contribution.
• Broadband and mobile phone allowances.
• Death in Service benefit.
• Salary sacrifice schemes including electric vehicle and cycle-to-work options.
• Bonus and salary review opportunities.
• Ongoing training, certifications and career development support.
• Exposure to a broad technology stack with opportunities to develop security expertise.