2nd / 3rd Line IT Support Engineer

Bristow Holland is working with an established organisation with a strong presence in its market to recruit a 2nd / 3rd Line IT Support Engineer. This role suits an experienced support professional who enjoys technical problem-solving, taking ownership of escalated issues, and contributing to the stability and improvement of core IT systems.

You’ll be a key technical resource within the IT team, supporting business-critical systems, leading on complex incidents, and working closely with both internal stakeholders and external suppliers.

• Act as a senior escalation point for 2nd and 3rd line support issues, ensuring timely and effective resolution
• Troubleshoot complex desktop, application, and infrastructure-related issues across Windows 10/11 environments
• Administer and support Active Directory and Entra ID (Azure AD), including GPOs, permissions, and access controls
• Provide advanced support for Microsoft 365, including Exchange Online, Teams, SharePoint, and OneDrive
• Maintain and troubleshoot Windows Server environments (2016/2019/2022), including patching, file services, and user access
• Support and diagnose issues across network infrastructure, including switches, firewalls, VPNs, Wi-Fi, DNS, and DHCP
• Work with Azure-based services, including Intune, Virtual Machines, and identity management
• Liaise with third-party vendors and managed service providers where required
• Contribute to IT projects such as system upgrades, migrations, and security improvements
• Identify recurring issues and assist with problem management and service optimisation
• Provide guidance and technical support to junior engineers when needed
• Ensure tickets are logged, updated, and resolved in line with agreed SLAs
• Produce and maintain technical documentation and support knowledge articles

• Proven experience in a 2nd or 3rd line IT support role
• Strong knowledge of Windows Desktop, Microsoft 365, and Active Directory
• Hands-on experience supporting Windows Server environments
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, firewalls, switches)
• Experience working with Azure / cloud-based technologies, including Entra ID and Intune
• Confident troubleshooting skills with the ability to work independently on complex issues
• Strong communication skills, comfortable engaging with both technical and non-technical users
• Experience working with ticketing systems and managing competing priorities