2nd Line Support Engineer

You’ll take ownership of escalated incidents from 1st line, investigating and resolving more complex hardware, software, network and infrastructure issues through to root cause. You’ll support and administer servers, Active Directory, Microsoft 365 and cloud services, and get involved in troubleshooting network issues across switches, firewalls, VPNs and Wi-Fi. Alongside the technical work, you’ll provide mentoring and guidance to 1st line engineers, contribute to technical documentation, and work closely with 3rd line support on projects and problem management, making sure tickets are resolved within agreed SLAs.

Proven experience in a 2nd line support role, or strong 1st line experience ready to step up, is essential. You’ll need solid knowledge of Windows Server, Active Directory and Microsoft 365 administration, along with a good understanding of networking fundamentals. Strong problem-solving skills and the ability to work independently are a must, along with excellent communication skills for liaising with technical and non-technical stakeholders alike., Experience with Microsoft Azure or other cloud platforms, exposure to virtualisation, relevant certifications (Microsoft, CompTIA, ITIL), or scripting experience with PowerShell would all be an advantage.

Our client is a growing organisation looking to strengthen their IT support function. As demand across the business continues to increase, they are looking for a 2nd Line Support Engineer to take ownership of escalated technical issues and support the wider service desk team.