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# 2nd Line IT Support Engineer

- **Company:** Neoci Ltd
- **Location:** Dudley, UK
- **Salary:** £30,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Backup Devices, Microsoft Online Services, VoIP, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Hyper-V, Internetworking, Virtual Private Networks (VPN), Network Troubleshooting, Microsoft Software, Windows Servers, Networking Basics, Azure Active Directory, Cloud Services, Microsoft SharePoint, TCP/IP, Virtualization Technology, Wi-Fi Technology, ServiceNow IT Service Management, Firewalls (Computer Science), Microsoft InTune, Information Technology, Laptops, Fortinet, Veeam, Vmware
- **Published:** October 28, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5943719163

## About the Role

We're looking for someone with previous experience in a 2nd Line IT Support role, ideally gained within an MSP or IT services environment.

Essential Skills:

 * Previous experience providing 2nd Line IT support.
 * Strong working knowledge of Microsoft 365 and associated applications.
 * Experience with Active Directory, Entra ID and Windows Server.
 * Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP and VPNs.
 * Experience troubleshooting Windows desktops, laptops and business IT environments.
 * Familiarity with IT ticketing systems and working to SLAs.
 * Strong problem-solving skills and a customer-focused approach.
 * Excellent communication skills and the ability to manage multiple technical issues.
 * Full UK driving licence.

Desirable Skills:

 * Microsoft Intune and endpoint management.
 * VMware or Hyper-V virtualisation.
 * Veeam backup solutions.
 * Fortinet firewalls and networking.
 * 3CX telephony systems.
 * Experience supporting multiple customers within an MSP environment.

## Description

As a 2nd Line IT Support Engineer, you'll provide technical support to a range of business customers, resolving escalated issues and helping maintain their IT infrastructure.

You'll work across Microsoft technologies, networking, virtualisation, cloud services and telephony, gaining exposure to a broad range of customer environments., * Provide 2nd Line technical support to customers, resolving hardware, software, networking and infrastructure issues.

 * Troubleshoot and administer Microsoft 365, Exchange Online, SharePoint, Teams and OneDrive.
 * Support Active Directory, Microsoft Entra ID and Microsoft Intune environments.
 * Troubleshoot Windows Server, user permissions, Group Policy and associated infrastructure.
 * Diagnose networking issues involving firewalls, VPNs, Wi-Fi, switches and internet connectivity.
 * Support virtualisation platforms including VMware and Hyper-V.
 * Assist with backup and disaster recovery solutions, including Veeam.
 * Provide support for VoIP and telephony systems, including 3CX.
 * Manage and resolve support tickets in line with agreed SLAs.
 * Assist with customer onboarding, system deployments and infrastructure improvements.
 * Attend customer sites when required to provide technical assistance.
 * Maintain accurate technical documentation and communicate effectively with customers.