2nd Line Support Engineer

Second Line Support Engineer

Isio’s IT department has 14 employees supporting 1,450 colleagues across 10 locations. The 2nd Line Support Engineer will be responsible for resolving queries and issues across Isio’s IT systems, including technical issues escalated from first line. The role may involve (but is not limited to) the following areas:
Microsoft 365;
Secure Web Gateway;
Microsoft Azure AD;
Virtual Machines;
Microsoft Intune;
Azure Virtual Desktops; network issues (Cisco Meraki); SOC incidents;
SharePoint Online; and SaaS-based apps.

The role requires the ability to interact with users of all abilities, support continuous improvement, and resolve critical issues while ensuring Isio’s solutions remain fit for purpose and meet (or exceed) the expectations of the business. The role also involves liaising with third parties and communicating with the wider Isio organisation.

This role is based in our Manchester office with a hybrid working pattern and will also provide support to our Leeds office.

• Provide 2nd line support to a user base of 1,450 colleagues via telephone, the service desk, and Microsoft Teams.
• Collaborate with the Head of Service Delivery and the Infrastructure Manager to resolve complex queries and issues relating to Isio’s IT applications.
• Coach and support IT colleagues to build capability so issues and queries can be resolved before escalation to 2nd line.
• Partner with other IT teams and wider Isio stakeholders to resolve issues and improve efficiencies across the organisation.
• Administer and configure SharePoint Online.
• Document solutions and known fixes to build and maintain the IT knowledge base.

• Excellent planning and organisational skills
• Previous experience in a technical second-line support role
• Strong analytical skills and a creative approach to problem solving
• Excellent communication skills and strong customer-facing skills
• High degree of understanding of IT trends and strong knowledge of the Microsoft stack, including Azure AD, Azure, SharePoint Online, M365, and third-party backup solutions
• Windows 10/11 and Server 2016/2019 operating systems along with the Microsoft Office suite
• Ability to work independently and under pressure, with minimal supervision
• Ability to travel nationally on an as-needed basis
• Ability to apply a security-first approach to all fixes

• Microsoft qualifications around M365 and Azure
• Hands‑on experience administering Secure Web Gateway technologies (web filter, web firewall, IPS/IDS)
• Keep systems up to date by installing software/firmware updates in line with vendor releases, while maintaining service availability for staff and clients
• TCP/IP, DNS, DHCP, firewalls, switches and wireless access points (Cisco Meraki focus)

We can offer a hybrid, flexible approach to work, supporting a work‑life balance that works for you. Isio Group is an equal opportunities employer, and we welcome applications from all suitably qualified candidates.

If you think you may require a reasonable adjustment to be made for any reason at any stage of your recruitment process, please ask us.