2nd Line IT Support Engineer

Working as a 2nd Line IT Support Engineer, your responsibilities will include:

• Taking ownership of escalated incidents and service requests, investigating issues and identifying root causes.
• Providing technical support across Windows Server, desktop and Microsoft 365 environments.
• Supporting Microsoft 365, Entra ID and endpoint management technologies.
• Troubleshooting virtualisation environments, including VMware and Hyper-V.
• Investigating networking issues across DNS, routing, switching and connectivity.
• Supporting hosted desktop and Terminal Server environments.
• Working with firewalls, routers, wireless technologies and VoIP systems.
• Creating and improving technical documentation and identifying opportunities for service improvements.
• Providing guidance and technical support to 1st Line engineers.

Technologies & Experience

You’ll ideally have experience working with the following technologies:

• Windows Server and Windows Desktop.
• Microsoft 365 and Office 365 administration.
• Entra ID
• VMware or Hyper-V.
• Networking, DNS, routing and switching.
• VoIP technologies.
• Cisco or DrayTek
• Azure AD, Intune and Microsoft Defender.
• Group Policy administration.
• Relevant Microsoft, CompTIA or Apple certifications.

Most importantly, we’re looking for someone with a strong technical background, a logical approach to troubleshooting and the confidence to take ownership of issues through to resolution.

Career Progression & Benefits

You’ll benefit from:

• A clear career progression pathway, with opportunities to develop into more senior technical roles.
• Funded training courses and professional certifications.
• Exposure to a wide range of technologies and customer environments.
• The opportunity to increase your earning potential as your skills and responsibilities develop.
• A strong employer pension contribution of 5%.
• Private healthcare.
• Regular team socials and company wellbeing events.
• An on-site chef and additional workplace perks.

A full UK driving licence is essential, as occasional travel to customer sites will be required.

Do you have experience working in a 2nd Line IT Support or technical support environment?

Have strong knowledge of Windows Server, Microsoft 365 and networking technologies?

Enjoy investigating complex technical issues and getting to the root cause of problems?

Have experience supporting virtualisation, cloud and infrastructure environments?

Enjoy sharing your knowledge and helping develop more junior engineers?