2nd Line Engineer

Role: 2nd Line Support Engineer

Location:

London, UK (Hybrid)

Salary: £35,000 - £45,000

We're looking for an experienced 2nd Line Support Engineer to join a growing technical support team, providing exceptional support to a diverse customer base. This is a varied role supporting Microsoft infrastructure, cloud technologies and end‑user environments, whilst acting as an escalation point for 1st Line Engineers and assisting with project work. You'll troubleshoot complex technical issues, maintain customer infrastructure and play a key role in delivering upgrades, migrations and continuous improvements across customer environments.

• Provide 2nd line support across Windows desktop, server and Microsoft 365 environments.
• Troubleshoot and resolve escalated hardware, software and infrastructure issues.
• Support and administer Microsoft 365, including Exchange Online, SharePoint, Teams and Intune.
• Support Microsoft Azure environments, including virtual machines, storage, Entra  (Azure AD) and hybrid cloud services.
• Maintain Windows Server environments, Active Directory, Group Policy and DNS/DHCP.
• Administer VMware and/or Hyper‑V virtualisation platforms.
• Deliver infrastructure upgrades, migrations, deployments and onboarding projects.
• Monitor customer environments and proactively identify opportunities for improvement.
• Produce and maintain technical documentation.
• Provide remote and occasional onsite support to customers.
• Work closely with senior engineers and vendors to resolve complex technical issues.
• Ensure excellent customer service and communication throughout all support activities.

You’ll ideally have:

• 2-4 years' experience in a 2nd Line Support, Infrastructure Support or IT Support role.
• Strong experience supporting Windows 10/11, Windows Server and Microsoft 365.
• Experience administering Active Directory, Group Policy, DNS and DHCP.
• Good understanding of Microsoft Azure and hybrid cloud environments.
• Experience supporting VMware and/or Hyper‑V.
• Strong troubleshooting and diagnostic skills.
• Excellent customer‑facing communication skills.
• Full UK driving licence (preferred).
• Previous MSP experience.
• Microsoft Azure certifications.
• Knowledge of Intune, Autopilot and Microsoft Defender.
• Cyber security awareness and best practices.
• Experience working on infrastructure migrations and upgrade projects.