2nd Line Support Engineer

You already know your way around a service desk. You close your own tickets instead of passing them along, and 1st line stopped stretching you a while ago. This role gives you that stretch, owning escalations, working directly with client users, and getting hands-on with Microsoft 365, Entra ID and security tooling that takes an engineer from good to genuinely senior.

It’s a high-volume, SLA-driven desk. You’ll be busy, and you’ll be trusted to run your own queue. We’d rather hire someone with strong fundamentals and real appetite than someone who ticks every box on paper and has stopped learning.

What you’ll be doing

• Owning 2nd line escalations from 1st line, taking tickets through to resolution rather than passing them on
• Administering Microsoft 365 across multiple client tenants - Exchange Online, Teams, SharePoint, licensing and mailbox permissions
• Administering Entra ID and Active Directory - user lifecycle, groups, MFA, conditional access and access reviews
• Diagnosing and resolving Windows 10/11 desktop, laptop and application issues that 1st line couldn’t close
• Troubleshooting networking issues across DNS, DHCP, VPN, LAN and WAN
• Managing devices through Intune - enrolment, policy and application deployment
• Working within SLAs, prioritising your own queue and escalating to 3rd line when a fix genuinely needs it
• Writing up fixes into the knowledge base so the next engineer doesn’t have to rediscover them
• Acting as a point of technical guidance for 1st line colleagues

• Experience in a 1st or 2nd line support role within an MSP - supporting multiple client environments, not a single estate
• Hands-on Microsoft 365 administration - you’ve been in the admin centres and made changes, not just handled end-user support
• Working knowledge of Entra ID and Active Directory administration, including user lifecycle and MFA
• Confident Windows 10 and 11 troubleshooting
• A working grasp of networking fundamentals: DNS, DHCP, VPN, LAN and WAN
• Experience in a ticketing system and an SLA-driven environment
• Excellent customer service - you explain fixes in plain English and keep people updated before they have to chase
• The right to work in the UK from day one

Nice to have (not required): Mimecast or email security tooling, Intune/Autopilot at scale, CompTIA A+/Network+/MS-900/MD-102, SonicWall or Fortinet exposure, VoIP/telephony support.