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# 2nd Line Technical Support Engineer - Hybrid

- **Company:** Vertex IT Solutions Limited
- **Location:** Bexleyheath, UK
- **Experience:** Experienced
- **Salary:** £34,000.0 - £42,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Microsoft Azure, Microsoft Online Services, Cloud Computing, Dynamic Host Configuration Protocol, Domain Name System (DNS), Firmware, Hyper-V, Windows Servers, Routing, Windows PowerShell, Microsoft SharePoint, TCP/IP, Virtual Local Area Networks, Virtualization Technology, Cloud Platform System, Computer Network Technologies, Firewalls (Computer Science), Microsoft InTune, Information Technology, Fortinet, Routing & Switching, Veeam
- **Published:** November 3, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5950947736

## About the Role

We are seeking a technically strong, customer-focused 2nd Line Technical Support Analyst to join a busy team orientated IT support team, providing technical support and infrastructure management to a diverse client base.

This is an excellent opportunity for someone with broad technical knowledge who enjoys troubleshooting complex issues, taking ownership of escalated tickets and working across a variety of customer environments. Candidates with MSP experience are particularly encouraged to apply., * At least three years' experience in a technical support or helpdesk role, highly preferably within an MSP.

 * Strong troubleshooting and problem-solving abilities.
 * Excellent communication and customer service skills.
 * Comfortable managing competing priorities in a fast-paced environment.
 * A proactive, organised and collaborative approach.
 * The confidence to support and mentor less experienced engineers.
 * A commitment to continuous learning and technical development.
 * Access to your own vehicle is required.

Working Arrangements

 * Hybrid working, with three days per week in the Sidcup office.
 * Shift-based working between 7:00 am and 6:00 pm.
 * Occasional customer site visits and participation in on-call arrangements.

Interested? If you're an experienced 2nd Line Engineer with strong infrastructure knowledge and a passion for delivering excellent customer service, we'd love to hear from you. Apply today so you don't miss out on a great opportunity!

## Description

* Take ownership of escalated 1st Line tickets and resolve complex technical issues.
 * Support and maintain customer IT infrastructure, cloud environments and networks.
 * Administer Microsoft 365, Azure, Intune, Entra ID and Active Directory.
 * Troubleshoot Windows Server, desktop, networking and firewall issues.
 * Monitor server and network performance, ensuring timely resolution of incidents.
 * Manage backup and disaster recovery systems.
 * Carry out proactive maintenance, including patching, firmware updates and documentation.
 * Liaise with third-party suppliers and service providers.
 * Attend customer sites when required to resolve technical issues.
 * Help maintain high service standards and provide excellent customer support.
 * Participate in occasional out-of-hours and on-call arrangements.

Technical Skills & Experience

The successful candidate will ideally have experience with:

 * Windows Server 2019, 2022 and 2025.
 * Microsoft Azure, Hyper-V and virtualisation technologies.
 * Microsoft 365, including Exchange Online, SharePoint, Intune and Defender.
 * Windows 11 and Active Directory.
 * Networking technologies, including TCP/IP, DNS, DHCP, routing and VLANs.
 * Firewalls, switches and routers, ideally Fortinet and Ubiquiti.
 * Backup and disaster recovery solutions, such as Veeam and Azure Backup.
 * Cloud telephony systems.
 * PowerShell scripting.

Microsoft cloud certifications would be advantageous.