2nd Line Support Engineer

I am supporting a well-established organisation with a modern, cloud-first IT environment, seeking an experienced 2nd Line IT Support Engineer to join their growing IT function.

This role is ideal for someone who enjoys taking ownership of complex technical issues, improving service quality, and working across a broad Microsoft-centric technology stack. You’ll play a key role in ensuring a reliable, secure, and high-performing IT service for the wider business.

As a 2nd Line IT Support Engineer, you will act as a key escalation point within the support function, owning incidents through to resolution and contributing to service improvement initiatives.

Key responsibilities include:

• Managing and prioritising escalated incidents and service requests in line with SLAs
• Taking full ownership of complex technical issues and driving them through to resolution
• Supporting and administering Microsoft 365, including Exchange Online, Teams, and SharePoint
• Supporting Entra ID (Azure AD), Active Directory, and endpoint management platforms
• Building, configuring, and deploying devices using modern endpoint management tools
• Supporting collaboration and telephony platforms
• Executing authorised changes in line with change management processes
• Providing on-site IT support across UK offices when required
• Liaising with third-party suppliers to resolve incidents and service issues
• Producing clear documentation and knowledge base articles
• Supporting problem management, root cause analysis, and continuous improvement initiatives

• Microsoft 365
• Entra ID (Azure AD) & Active Directory
• Endpoint management (e.g. Intune / Autopilot)
• Windows 10/11 and Windows Server environments
• Microsoft security tooling and endpoint protection platforms
• Networking fundamentals (DNS, DHCP, TCP/IP)
• Structured ITSM environment

Essential:

• Minimum 3 years’ experience in a 2nd line (or equivalent) IT support role
• Strong troubleshooting skills and a methodical approach to problem-solving
• Proven experience managing incidents in line with SLAs and business impact
• Confident supporting both technical and non-technical users
• Able to work independently while collaborating effectively within a team
• Strong documentation and communication skills

Desirable:

• Experience with security monitoring and incident response
• Exposure to vulnerability management and patching
• Familiarity with ITIL principles and ITSM tools
• Experience supporting telephony, print, or mobile device environments
• Interest in automation, scripting, or service improvement initiatives
• Relevant certifications (Microsoft, ITIL, etc.)

• Competitive salary based on experience
• Pension scheme
• Occupational sick pay
• Training and support toward industry-recognised certifications
• Stable organisation with a focus on service quality and professional development

• Full UK driving licence and access to a vehicle
• Willingness to travel to other UK office locations as required