Full job descriptionAbout the Role:
I am looking for an experienced 2nd Line IT Support Engineer to join a growing IT team, providing advanced technical support across a modern Microsoft-based environment.
This role is responsible for managing escalated incidents, resolving complex technical issues, contributing to service improvements, and supporting a cloud-first infrastructure. You’ll work closely with 1st and 3rd line teams while playing a key role in delivering a reliable and high-performing IT service.


Key Responsibilities:
Incident & Service Management*Manage and prioritise incidents and service requests within an ITSM platform.
*Take ownership of complex escalations through to resolution.
*Deliver high-quality fixes and maximise first-time resolution rates.
*Maintain accurate ticket records and ensure clear communication with users.
Technical Support*Troubleshoot issues across Microsoft 365, Windows, Entra ID (Azure AD), Intune and networking environments.
*Support device deployment and configuration using Intune and Autopilot.
*Administer Microsoft 365 services including Exchange Online, SharePoint and Teams.
*Support Teams telephony solutions.
*Perform authorised system and data changes in accordance with change procedures.
*Provide occasional on-site support across multiple office locations.
Cyber Security & Compliance*Monitor and respond to security alerts.
*Support the identification and handling of cyber security incidents.
*Administer Microsoft security technologies including Conditional Access, Identity Protection and Defender.
*Assist with vulnerability management, patching and remediation activities.
*Support internal and external audit requirements.
Continuous Improvement*Conduct root cause analysis to reduce recurring issues.
*Create and maintain technical documentation and knowledge base articles.
*Identify opportunities to improve services, streamline processes and introduce automation.
*Support and mentor junior members of the IT team

What I’m Looking For:
Essential*At least 3 years’ experience in a 2nd Line IT Support or similar role.
*Strong customer service and stakeholder management skills.
*Experience managing incidents against service levels and business priorities.
*Excellent troubleshooting and problem-solving abilities.
*Strong technical documentation skills.
Technical Skills*Microsoft 365 (Exchange Online, SharePoint, Teams)
*Entra ID (Azure AD) and Active Directory
*Intune / Endpoint Manager
*Windows Server and Windows 10/11
*Microsoft Security technologies (Defender, Conditional Access, Identity Protection)
*Teams Telephony
*Networking fundamentals including DNS, DHCP and TCP/IP
*Vulnerability management and endpoint security
*Email security platforms and secure messaging environments
Desirable Experience*ITIL-based service environments.
*Privileged Identity Management (PIM).
*Mobile device management.
*Print management solutions.
*Infrastructure and networking exposure beyond desktop support.
*Automation, scripting or process improvement tools.
*Relevant Microsoft and ITIL certifications.
Personal Attributes*Strong ownership mentality.
*Proactive and solutions-focused approach.
*Ability to manage multiple priorities in a fast-paced environment.
*Excellent communication skills with both technical and non-technical stakeholders.
*Collaborative team player with a commitment to continuous learning and development.

Benefits:
*Competitive salary dependent on experience.
*Pension scheme.
*Occupational sick pay.
*Industry-recognised training and certification support.
*Cycle to Work scheme.