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# Second Line Support Engineer

- **Company:** Surf Tech IT Limited
- **Location:** Stourport-on-Severn, UK (Remote available)
- **Salary:** £28,000.0 - £32,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Microsoft Azure, Cloud Computing, Dynamic Host Configuration Protocol, Domain Name System (DNS), Virtual Private Networks (VPN), Microsoft Office, Networking Basics, Microsoft SharePoint, TCP/IP, Windows Desktop, Wi-Fi Technology, Sonicwall, Firewalls (Computer Science), Microsoft InTune, Server Operating Systems & Platforms, Service Stack
- **Published:** October 17, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5930434946

## About the Role

* Previous experience providing IT support in an MSP Service Desk environment
 * Strong technical foundation, troubleshooting and problem-solving skills
 * Excellent verbal and written communication skills and a commitment to outstanding customer service
 * Ability to manage competing priorities in a fast-paced environment, remain calm under pressure, and maintain attention to detail
 * Proactive, self-motivated approach, willingness to learn, and ability to work collaboratively as part of a team
 * Good working knowledge of Microsoft 365, including Entra ID, SharePoint, and Intune
 * Experience supporting and administering Active Directory environments
 * Ability to produce clear, accurate, concise technical documentation
 * Understanding of IT security best practices and technologies, including Next Generation Firewalls
 * Experience supporting Windows Desktop and Server operating systems
 * Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and Wi-Fi
 * Experience providing support to the education sector
 * Experience working within a Managed Service Provider (MSP) environment
 * Experience with the Kaseya and/or Datto technology stack, support for Next Generation Firewalls such as SonicWall or WatchGuard, Microsoft Azure, or backup and disaster recovery solutions is beneficial; we will train candidates in these areas

## Description

* Provide remote and telephone-based technical support to customers
 * Diagnose and resolve technical issues across a range of customer environments
 * Create and maintain knowledge base articles and technical documentation
 * Accurately record incidents, requests, and changes, and manage them through to resolution
 * Deliver a high standard of service and maintain excellent customer satisfaction
 * Collaborate with colleagues to share knowledge and contribute to continuous service improvement

Technologies:

 * Active Directory
 * Azure
 * Support
 * Microsoft 365
 * Security
 * SharePoint
 * TCP/IP
 * Windows
 * Office 365
 * Cloud