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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 2nd Line Support Engineer - **Company:** Northern Marine Group - **Location:** Glasgow, UK - **Contract:** Permanent contract - **Skills:** Microsoft Access, Microsoft Windows, Active Directory, Microsoft Azure, Cloud Computing, Internet Protocol, Microsoft Office, Windows Servers, Platform as a Service (PAAS), Remote Access Technology, Azure Active Directory, Cloud Services, Microsoft SharePoint, Systems Integration, Software Vulnerability Management, Cloud Platform System, Microsoft InTune - **Published:** June 29, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=4f4d0ad91e786bf9 ## About the Role Do you have experience in SharePoint?, * HNC/HND or equivalent experience * Previous experience in an IT related procurement / administration * IP Networking and Hardware support * Desktop & Printer Hardware support * Windows 11 support * Windows Server Administration * Active Directory Administration * MDM Administration - InTune * Office 365 Administration * Azure Administration * Desktop & Printer Hardware support * Remote access experience and remote support * M365 Support in specific areas, i.e. SharePoint and Teams * Technical Documentation * Excellent organisation skills * Excellent communication skills ## Description The 2nd Line Support Engineer is responsible for providing advanced technical support across the organisation's IT estate, with a strong focus on incident escalations, cloud-based platforms, and service continuity. This role acts as a technical bridge between 1st Line Service Desk and 3rd Line / specialist teams, ensuring efficient escalation, clear communication, and timely resolution of complex issues. The engineer will also contribute to service improvement, documentation, and root cause analysis., * Incident & Escalation Management + Act as the primary point of escalation from 1st Line Support for incidents that require deeper technical investigation. + Diagnose and resolve complex issues across infrastructure, cloud services, and end-user systems within agreed SLAs. + Escalate unresolved or high-impact incidents to 3rd Line / external vendors, ensuring full technical context and clear handover. + Take ownership of incidents through to resolution, maintaining accountability and customer communication throughout. * Cloud & Modern Workplace Technologies + Provide 2nd line support for cloud-based services, including (but not limited to): + Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams) + Azure AD / Entra ID (identity, access, conditional access) + Azure IaaS / PaaS components where applicable + Support hybrid environments integrating on-premise and cloud services. + Assist with cloud service monitoring, service health reviews, and incident trend analysis. * Liaison & Collaboration + Work closely with 1st Line Support to: + Improve first-time fix rates + Provide coaching and technical guidance + Identify training and knowledge gaps + Collaborate with 3rd Line Engineers, Architects, and Vendors to resolve complex or systemic issues. + Act as a technical point of contact during major incidents, changes, and service outages. * Problem Management & Service Improvement + Perform root cause analysis (RCA) on recurring incidents and contribute to problem records. + Identify opportunities to improve system stability, monitoring, and support processes. + Create and maintain technical documentation, knowledge base articles, and escalation runbooks. + Contribute to change assessments and support post-implementation reviews. * Security, Compliance & Best Practice + Support security controls, patching, and vulnerability remediation activities. + Ensure incidents and requests are handled in line with internal policies, security standards, and compliance requirements. + Promote ITIL-aligned service management best practices. ## Related Videos - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [This Is Not Your Father's .NET](https://www.wearedevelopers.com/videos/967-this-is-not-your-father-s-net) - [Leverage Cloud Computing Benefits with Serverless Multi-Cloud ML ](https://www.wearedevelopers.com/videos/78-leverage-cloud-computing-benefits-with-serverless-multi-cloud-ml) - [ZEISS & Microsoft - Building the Next Generation Medical Ecosystem in the Cloud](https://www.wearedevelopers.com/videos/424-zeiss-microsoft-building-the-next-generation-medical-ecosystem-in-the-cloud) - [Hacking MSSQL on Cloud. 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