2nd Line IT Support Engineer

Salary: £29,000 - 35,000 per year

• Proven experience in an IT support or IT engineering role at 2nd-line level.
• Strong hands-on experience with Microsoft 365 administration and Intune/Endpoint Manager.
• Solid understanding of telecom systems, VoIP, mobile technologies, and network infrastructure.
• Proficiency with Windows, macOS, and Linux environments.
• Experience with cloud services, hosted telecom solutions, and VPN technologies.
• Relevant certifications such as CompTIA A+/Network+, Microsoft 365 Certified:
  Modern Desktop Administrator, or CCNA are desirable.
• Experience with modern CX platforms, telecom industry software, or mobile device management (MDM) is desirable.
• Previous experience in a fast‑paced, customer‑facing IT or managed service environment is desirable.

• Provide 2nd/3rd-line support across telecom, hardware, software, cloud services, and network environments.
• Troubleshoot complex issues across Windows, macOS, mobile devices, and Microsoft 365 services.
• Resolve issues related to advanced CX platforms, telecom systems, hosted voice solutions, and mobile connectivity.
• Manage and optimise Microsoft 365 services including Exchange Online, SharePoint, Teams, and Azure AD.
• Administer Intune/Endpoint Manager for device enrolment, compliance, configuration profiles, application deployment, and Autopilot.
• Implement and maintain conditional access, identity security, and modern device management best practices.
• Lead and contribute to cloud migrations, device management rollouts, infrastructure upgrades, and system improvements.
• Plan, document, and deliver project tasks, ensuring alignment with business requirements and timelines.
• Configure and troubleshoot network hardware and services including routers, switches, firewalls, VPNs, and wireless networks.
• Support telecom connectivity, VoIP systems, mobile devices, and cloud‑based telecom services.
• Support onboarding of new users and clients, including Microsoft 365 and telecom setup.
• Communicate clearly with clients and colleagues, ensuring timely, empathetic, and effective resolution of issues.
• Maintain accurate documentation of systems, configurations, and support activities.

• Azure
• Cloud
• Hardware
• Support
• Linux
• macOS
• Microsoft 365
• Mobile
• Network
• Security
• Share Point
• VPN
• Windows
• Office 365

We are a fast-growing Managed Service Provider based in Manchester, working in IT MSP and Telecoms. This is a permanent IT Technical Support Engineer (2nd Line) role with hybrid working, requiring three days per week in our Manchester office. We offer a competitive salary of £29,000 to £35,000 depending on experience, plus a performance‑related bonus, a company laptop and tech setup, ongoing technical training and certifications, genuine career progression opportunities, and a friendly, supportive, collaborative team culture.

This role is designed for someone who wants to move beyond repetitive support tasks and gain real technical ownership with exposure to cloud migrations, infrastructure upgrades, modern device management, Microsoft 365, Intune, and advanced cloud communication technologies.

last updated 29 week of 2026