2nd Line Support Engineer

Key Responsibilities

• Act as a key escalation point for first line, resolving more complex 2nd line issues
• Own incidents, service requests and changes through to resolution, ensuring clear communication with customers throughout
• Support and maintain Microsoft 365 environments, including Exchange Online, identity, and access management
• Troubleshoot mail flow, authentication (MFA), and connectivity issues across hybrid/cloud environments
• Manage users, devices and policies across Active Directory and Entra ID
• Deploy and support end-user devices using Intune, Autopilot and MDM solutions
• Diagnose and resolve network issues across LAN, WAN and Wi-Fi environments (VPN, routing, switching)
• Monitor and maintain customer environments, including backups and infrastructure health
• Carry out restores and support disaster recovery scenarios when required
• Contribute to customer projects such as migrations, upgrades and new site setups
• Produce clear documentation for fixes, changes and deployments

Skills, Knowledge & Expertise

• Experience in a 2nd line (or strong 1st line stepping up) role
• Solid troubleshooting skills across Windows environments and Microsoft 365
• Experience with:
  • Exchange Online / mail flow
  • Active Directory & Entra ID
  • Intune / Autopilot / MDM
• Good understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPNs)
• Experience supporting endpoints (Windows 10/11) and user environments
• Exposure to backup technologies and restore processes
• Familiarity with virtual environments (e.g. VMware or Hyper-V)
• Understanding of ITIL principles (incident, change, problem management)
• Awareness of security best practices (e.g. Cyber Essentials)

Benefits

• Generous Time Off: Enjoy 24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays.
• Continuous Learning: Participate in regular lunch and learn sessions with both internal and external speakers.
• Personal Development: Take advantage of 5 paid days annually to pursue new skills or knowledge.
• Volunteer Opportunities: Contribute to your community with 2 paid volunteer days each year.
• Team Spirit: Join a friendly team and engage in various social events organized throughout the year.