2nd Line IT Support Technician

This is a great opportunity for a senior IT professional who enjoys working on complex technical challenges, supporting modern Microsoft environments and getting involved in infrastructure and cloud projects.

You’ll act as a senior technical escalation point, working closely with 1st and 2nd Line Engineers, project teams and technical management to resolve complex issues and deliver high-quality technical solutions for a diverse customer base.

The role combines 3rd Line support, project work and occasional customer visits, giving you plenty of variety and exposure to different technologies and environments., Provide 3rd Line technical support and act as an escalation point for complex issues. Troubleshoot and resolve advanced Microsoft 365, Azure, networking and infrastructure problems. Administer Microsoft 365 environments, including Exchange Online, Intune and Entra ID. Support Windows Server, Active Directory and Group Policy environments. Troubleshoot firewalls, VPNs, switching, routing and wireless networks. Support virtualisation technologies including VMware and Hyper-V. Assist with infrastructure upgrades, migrations and customer onboarding projects. Contribute to major incident management and technical problem resolution. Mentor and support junior engineers. Produce and maintain accurate technical documentation. Identify opportunities for automation, service improvement and increased system reliability. Attend customer sites when required for installations, projects and technical support.

Technical Experience

You should have strong experience across a range of the following:

Microsoft & Cloud

Microsoft 365 Exchange Online Intune Entra ID Microsoft Defender Azure Azure Virtual Desktop Microsoft 365 migrations Conditional Access & MFA

Infrastructure

Windows Server Active Directory & Group Policy VMware / Hyper-V Backup & Disaster Recovery Hybrid environments

Networking & Security

TCP/IP, DNS, DHCP & VLANs Firewalls & VPNs Switching & routing Endpoint security Email security Cyber Essentials principles

Proven experience working at 3rd Line level within an MSP environment. Strong Microsoft 365 administration experience. Excellent Windows Server and Active Directory knowledge. Strong networking and infrastructure troubleshooting skills. Experience with Azure and cloud technologies. Experience working with VMware, Hyper-V or similar. A proactive approach to problem solving and continual improvement. The ability to manage multiple priorities and work effectively under pressure. Excellent communication and customer-facing skills. Experience supporting infrastructure or Microsoft 365 migration projects. A full UK driving licence and access to your own vehicle.

Desirable

Experience with any of the following would be advantageous:

3CX or other VoIP platforms Linux administration AWS PowerShell / scripting Microsoft or industry certifications

£45,000+ salary depending on experience Company-funded Microsoft and industry certifications Clear career progression opportunities 25 days holiday + bank holidays 2 paid charity volunteering days per year Pension scheme Free on-site parking Modern office environment Regular social events and team activities Exposure to a broad range of modern technologies and customer environments