2nd Line Help Desk Engineer

The 2nd Line Help Desk Engineer will take ownership of more complex incidents escalated from 1st Line, perform deeper diagnostics, manage escalations, undertake projects, and ensure our clients’ IT infrastructure remains robust and proactive.

• 4-day workweek with alternating Mondays/Fridays off
• Enhanced maternity and paternity
• Free on-site parking
• Casual dress
• Sick pay
• Access to SmartHealth
• Regular team events and social gatherings

• Handle escalated 2nd line support incidents, including troubleshooting server systems, networks, telephony, security, cloud services and more.
• Diagnose and resolve issues related to Microsoft 365, Azure, SharePoint, Exchange, hybrid connectivity, VPNs, WiFi/guest networks, domains/DNS/Hosting.
• Assist with design, installation, maintenance and support of infrastructure (servers, storage, network devices, firewalls, access control).
• Work closely with 1st Line team to provide guidance, ensure smooth hand-over, maintain knowledge base and drive continuous improvement.
• Participate in change management, patching rollouts, service improvements and SLA/quality assurance.
• Provide expert support for telephony and VoIP systems, business mobile networks, intercoms and associated connectivity.
• Perform root-cause analysis for recurring incidents and implement corrective/preventative measures.
• Monitor system health, performance and proactively identify vulnerabilities
• Liaise with vendors, escalate issues externally where necessary, and act as point of contact for third-party services.
• Provide occasional onsite support when required.
• Deliver excellent customer experience and maintain professional client relationships.

• Proven experience (typically 2-4+ years) in a 2nd line support or infrastructure support role (ideally in an MSP environment).
• Strong technical knowledge of Windows Server (2016/2019/2022), Active Directory, Azure, Microsoft 365, Exchange, SharePoint, Office 365, databases.
• Network infrastructure experience: LAN/WAN, routing/switching, VPNs, firewalls, WiFi, guest networks, DNS/DHCP.
• Experience with telephony/VoIP systems, business mobile networks, connectivity services.
• Good understanding of cybersecurity best practices, backup & continuity solutions.
• Excellent analytical, troubleshooting and diagnostic skills.
• Strong customer service and communication skills
• Able to work under pressure and meet SLAs
• Self-motivated, with a willingness to mentor 1st Line engineers and help build a knowledge-rich environment.

• Microsoft Certified: Azure Administrator Associate, Modern Desktop Administrator, Messaging Administrator etc.
• Cisco CCNA/CCNP or equivalent networking certification.
• ITIL Foundation/Practitioner.
• Experience with RMM and PSA tools (e.g., ConnectWise, Datto, Autotask).
• Experience with CCTV, access control, analytics/AI systems (given company’s security services).
• Strong scripting/automation skills (PowerShell, etc.) for process improvement.