2nd Line Technical Support Engineer

This role involves handling escalations from the 1st Line team, managing more complex incidents, and supporting onsite technical requirements when needed. You will work closely with our technical teams to ensure high-quality service delivery to end users., * Key Responsibilities

• Provide 2nd line technical support for escalated incidents and service requests.

Collaborate with the wider IT team to identify and implement service improvements.

• Troubleshoot and resolve issues relating to:
• Networking (LAN, WAN, VLANs, routing, switching)
• Windows Server environments
• Active Directory (users, groups, GPOs)
• DHCP & DNS administration
• Office 365 / Microsoft 365 platforms
• Support WatchGuard firewalls, VPNs, and security configurations (training can be provided if required).
• Manage escalations professionally and provide clear communication to end users.
• Install, configure, and maintain hardware, software, and network equipment.
• Support onsite activities such as hardware deployment, network troubleshooting, and project rollouts (approx. 30% of time).
• Produce accurate documentation, including knowledge base articles and technical procedures.

We are looking for a skilled 2nd Line Technical Support Engineer to join our team. We are looking for someone who is ambitious, eager to develop their technical skills, and keen to build a long-term career with us. This is an excellent opportunity to join a busy, growing team and progress alongside the business as it continues to expand.

The ideal candidate will have strong experience in networking, Windows Server environments, Office 365 administration, and Active Directory. Experience with WatchGuard firewalls is a strong advantage. Certifications: Microsoft certifications desirable, * Demonstrable experience in a 2nd Line IT Support or Technical Support Engineer role.

• Strong technical understanding of:
• Networking fundamentals (routers, switches, VLANs, firewalls)
• Active Directory and Group Policy
• Windows Server administration
• DHCP / DNS
• Office 365 / Microsoft 365
• Experience with WatchGuard or other enterprise firewalls is highly advantageous.
• Good understanding of ITIL principles.
• Excellent troubleshooting and problem-solving skills.
• Strong communication skills, both written and verbal.
• Ability to work independently and manage time effectively.
• Microsoft certifications (e.g., MCSA, Azure Fundamentals, MS-900, MD-102) are desirable., * 2nd Line IT Support: 2 years (required), * Do you have 2 years experience in a 2nd Line role?
• Are you Microsoft certified?

What We Offer

• Opportunity to work with modern technologies and security solutions.
• Support for training and professional certifications.
• A collaborative and supportive team environment with genuine opportunities for career progression.
• We are looking for someone who is ambitious, eager to develop their technical skills, and keen to build a long-term career with us. This is an excellent opportunity to join a busy, growing team and progress alongside the business as it continues to expand.
• Exposure to a variety of technical challenges across both office and onsite environments.

Job Types: Full-time, Permanent

Application question(s):

• Are Microsoft certified or currently working towards certification?