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# 2nd Line IT Support Engineer

- **Company:** Principality IT LTD
- **Location:** Cardiff, UK
- **Experience:** Experienced
- **Salary:** £28,000.0 - £33,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Microsoft Azure, Cloud Computing, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Desktop Environments, Hyper-V, Internetworking, Virtual Private Networks (VPN), Network Troubleshooting, Remote Access Technology, Azure Active Directory, Microsoft SharePoint, TCP/IP, Windows Desktop, Wi-Fi Technology, Peripherals, Microsoft InTune, Laptops, Fortinet, Cloud Migration, Server Operating Systems & Platforms, User Accounts, Vmware
- **Published:** October 17, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=4601b3e1f96bfd40

## About the Role

We are looking for a motivated and customer-focused 2nd Line IT Support Engineer to join our expanding team. This role is ideal for someone who enjoys solving technical problems, working with a variety of technologies, and providing outstanding support to clients both remotely and onsite., * Minimum 2 years' experience in an IT support role.

 * Previous experience working within an MSP environment is highly desirable.
 * Strong Microsoft 365 administration skills.
 * Experience supporting Windows desktop and server environments.
 * Knowledge of:
 * Active Directory
 * Group Policy
 * DNS
 * DHCP
 * TCP/IP
 * VPN technologies
 * Excellent troubleshooting and diagnostic skills.
 * Strong communication and customer service skills.
 * Ability to manage multiple priorities and work effectively under pressure.

Essential Requirements

 * Full UK driving licence.
 * Own vehicle available for business use.
 * Willingness to travel regularly to customer sites.
 * Professional and customer-focused approach.
 * Right to work in the UK.

Desirable Skills

 * Microsoft Intune.
 * Microsoft Azure.
 * Hyper-V or VMware.
 * Sophos, WatchGuard or Fortinet firewalls.
 * Backup and disaster recovery solutions.
 * Cyber security technologies and best practices.
 * Microsoft, CompTIA or ITIL certifications.

What We're Looking For

The successful candidate will be:

 * Friendly, professional and approachable.
 * Passionate about technology and customer service.
 * Self-motivated and eager to learn.
 * Organised and detail-oriented.
 * Comfortable working independently and as part of a team.
 * Reliable and committed to delivering excellent service.

## Description

As a 2nd Line IT Support Engineer, you will provide technical support to a wide range of business customers. You will be responsible for diagnosing and resolving IT issues, supporting cloud and on-premise environments, assisting with project work, and delivering onsite support when required.

This is a varied role that offers exposure to Microsoft 365, networking, security, cloud technologies, desktop support, and infrastructure projects., * Provide 2nd line technical support to business clients.

 * Investigate, troubleshoot and resolve escalated support tickets.
 * Support Microsoft 365 environments, including:
 * Exchange Online
 * Microsoft Teams
 * SharePoint
 * OneDrive
 * Microsoft Entra ID
 * Support Windows 10 and Windows 11 desktop environments.
 * Administer Active Directory, user accounts, permissions and Group Policy.
 * Diagnose and resolve networking issues involving DNS, DHCP, VPNs, Wi-Fi and internet connectivity.
 * Configure and deploy desktops, laptops, mobile devices and peripherals.
 * Assist with cloud migrations, infrastructure upgrades and client projects.
 * Maintain accurate documentation and ticket records.
 * Deliver professional onsite support to customers across South Wales and surrounding areas.
 * Build strong client relationships through excellent communication and customer service.