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# 2nd Line Engineer

- **Company:** Workplace IT Technologies Ltd
- **Location:** Norwich, UK
- **Experience:** Experienced
- **Salary:** £30,000.0 - £37,500.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Microsoft Azure, Software Documentation, Multi-Factor Authentication, Microsoft Security Essentials, Routing, Azure Active Directory, Transmission Control Protocol (TCP), Wireless Access Point, Wireless Networks, Network Routers, Firewalls (Computer Science), Microsoft InTune, Deployment Automation, Wireless Technologies
- **Published:** September 15, 2026
- **Apply:** https://www.totaljobs.com/job/2nd-line-engineer/workplace-it-technologies-limited-job107979892

## About the Role

A minimum of three years' experience working within an MSP, Service Desk or IT Support environment.
Strong knowledge of Microsoft 365 administration and troubleshooting.
Experience supporting Microsoft Entra ID, Intune and endpoint management technologies.
Good understanding of Multi-Factor Authentication, Conditional Access and Microsoft security solutions.
Experience supporting Microsoft 365 Business Premium security technologies would be advantageous.
Experience supporting Windows 11 environments.
Understanding of TCP/IP networking, switching, routing and wireless technologies.
Experience supporting firewalls, routers, switches and wireless networking infrastructure.
Strong troubleshooting and analytical skills.
Excellent written and verbal communication skills.
Experience working within structured operational processes and documentation standards.
A positive, reliable and professional approach to customer service.

## Description

Role: Second Line Service Desk Engineer, As a Second Line Service Desk Engineer, you will be responsible for troubleshooting and resolving technical issues across Microsoft 365, Entra ID, Intune, networking and end-user technologies. Working within our Service Desk team, you will support some of the UK's largest Health and Social Care organisations whilst delivering exceptional customer service and technical expertise., Troubleshoot and resolve technical issues across Microsoft 365, Microsoft Entra ID, Intune and Azure environments.
Support and administer Multi-Factor Authentication, Conditional Access and Microsoft security controls.
Investigate and resolve Windows 11 workstation, laptop and mobile device issues.
Configure and support Microsoft Intune, Windows Autopilot and endpoint management solutions.
Diagnose and resolve wired and wireless networking issues.
Configure and support routers, switches, firewalls and wireless access points.
Collaborate with customer IT teams, third-party vendors and internal Workplace IT teams.
Maintain accurate and detailed ticket updates within our service management platform.
Follow agreed Service Level Agreements and customer processes.
Work closely with Service Coordinators to manage ticket progression and client communication.
Contribute to knowledge base articles, documentation and continuous service improvement initiatives., Hybrid working with a minimum of one anchor day per week in our King's Lynn office.
Additional attendance may be required for team meetings, training and business activities.


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