2nd Line IT Support Engineer - MSP Experience

About the Company

Our client is an established Managed IT Services Provider supporting businesses across the UK. They provide IT support, Microsoft 365, cybersecurity, cloud and network infrastructure, hosted telephony and IT consultancy.

Role Overview

We are looking for an experienced and customer-focused 2nd Line IT Support Engineer to provide advanced technical support to managed-service clients.

The successful candidate will take ownership of escalated incidents, troubleshoot complex technical issues and support Microsoft 365, Windows, servers, networking, cloud and cybersecurity environments.

Key Responsibilities

• Provide 2nd line remote and onsite technical support.
• Take ownership of escalated incidents and service requests through to resolution.
• Diagnose and resolve hardware, software, networking and connectivity issues.
• Support Windows 10/11, Windows Server and Microsoft 365 environments.
• Administer and troubleshoot Microsoft 365, including Exchange Online, Teams, SharePoint and OneDrive.
• Support Active Directory, Group Policy, DNS, DHCP, VPNs, Wi-Fi and general networking.
• Support Microsoft Entra ID, MFA and Conditional Access.
• Monitor and troubleshoot endpoint, security and backup solutions.
• Investigate security alerts, phishing reports and suspicious account activity.
• Manage tickets in line with SLAs and maintain accurate technical documentation.
• Assist with client onboarding, migrations, installations and infrastructure projects.
• Work with senior engineers, suppliers and internal teams to resolve complex issues.
• Provide guidance and support to 1st Line Engineers where required.

• 2–3 years of experience in IT support, service desk, or a Managed Services environment.
• Proven experience providing 2nd-line technical support.
• Strong knowledge of Windows 10 and Windows 11.
• Good working knowledge of Windows Server and Active Directory.
• Hands-on experience with Microsoft 365 administration.
• Experience with Exchange Online, Teams, SharePoint and OneDrive.
• Understanding of Microsoft Entra ID, MFA, and Conditional Access.
• Good knowledge of TCP/IP, DNS, DHCP, VPNs, VLANs and Wi-Fi.
• Experience troubleshooting networks, firewalls, switches and routers.
• Familiarity with ticketing, remote-monitoring and endpoint-management platforms.
• Understanding of cybersecurity, backup and disaster-recovery principles.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal English communication skills.
• Strong customer-service and organisational skills.
• Ability to manage multiple priorities in a fast-paced environment.

Desirable

• Previous experience working for a Managed Service Provider (MSP).
• Experience supporting multiple client environments.
• Microsoft Intune and endpoint deployment experience.
• PowerShell scripting and automation experience.
• Azure and virtualisation experience.
• VoIP or hosted-telephony experience.
• Knowledge of Cyber Essentials, GDPR or ISO 27001.
• Experience with IT migrations, projects and client onboarding.

Qualifications & Certifications

A relevant IT qualification or equivalent practical experience is required. The following would be advantageous:

• Microsoft 365 certifications
• Microsoft Azure Fundamentals (AZ-900)
• CompTIA A+, Network+ or Security+
• ITIL Foundation
• Relevant networking or cybersecurity certifications.

• Supportive and collaborative working environment.

• Ongoing technical training and development.
• Exposure to UK-based managed-service clients and technologies.
• Opportunities for career progression.
• Professional and supportive technical team.