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# 2nd Line Support Engineer

- **Company:** Office Ltd
- **Location:** Bristol, UK
- **Experience:** Experienced
- **Salary:** £30,000.0 - £35,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, Microsoft Online Services, VoIP, Dynamic Host Configuration Protocol, Domain Name System (DNS), Virtual Private Networks (VPN), Network Troubleshooting, Windows Servers, Microsoft SharePoint, Wi-Fi Technology, Computer Network Technologies, Firewalls (Computer Science), User Accounts
- **Published:** October 9, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=005b65b7e30f4b31

## About the Role

We are looking for an experienced and dependable engineer who is comfortable managing their own workload, taking ownership of tickets through to resolution, and working within a busy helpdesk environment., * Previous experience in a 2nd Line IT support role.

 * MSP experience is highly desirable.
 * Strong troubleshooting skills across Microsoft 365, Windows and endpoint environments.
 * Good working knowledge of Windows Server and Active Directory.
 * Good networking knowledge including DNS, DHCP, VPNs, Wi-Fi and firewalls.
 * Ability to independently investigate and resolve technical issues.
 * Strong ticket management and prioritisation skills.
 * Excellent customer service and communication skills.
 * A reliable and professional approach, with good attention to detail.
 * Relevant Microsoft or industry certifications are advantageous., * Have you previously worked within a Managed Service Provider (MSP) environment?
 * Have you previously worked in a 2nd Line IT support role, where you were responsible for independently troubleshooting and resolving escalated technical issues?
 * Do you have hands-on experience administering and troubleshooting Microsoft 365, including Exchange Online, Teams, SharePoint and Entra ID?
 * Do you have hands-on experience supporting Windows Server and Active Directory environments, including Group Policy, DNS and DHCP?
 * Are you confident troubleshooting networking issues including VPNs, Wi-Fi, DNS, DHCP and firewalls?

Experience:

 * IT support: 2 years (required)

Language:

 * English (required)

## Description

* Provide telephone, remote and desk-side support across Windows and macOS environments.
 * Troubleshoot and resolve issues across Microsoft 365, Windows Server, networking, VoIP and endpoint environments.
 * Take ownership of incidents and service requests through to resolution.
 * Accurately document and manage tickets, ensuring customers are kept updated.
 * Troubleshoot user accounts, permissions, email, applications, hardware and connectivity issues.
 * Support Microsoft 365 services including Exchange Online, Teams, SharePoint and Entra ID.
 * Support Windows Server, Active Directory, Group Policy, DNS and DHCP environments.
 * Diagnose networking issues including Wi-Fi, VPNs, firewalls and general connectivity.
 * Escalate appropriately when an issue requires senior or specialist involvement.
 * Contribute to internal documentation and knowledge sharing.