2nd Line IT Support Engineer

2nd Line IT Support Engineer

Manchester | Office-based

Are you a technically strong 2nd Line IT Support Engineer looking for a role where you'll have genuine ownership of technical issues and play an active part in infrastructure change?

We're looking for an experienced 2nd Line IT Support Engineer to join an established IT team supporting approximately 500 employees across a national branch network.

This is a hands-on technical role and you'll become the primary escalation point for the 1st Line team, while working alongside an existing 2nd Line Technician on infrastructure support and change projects.

We're looking for someone who can combine strong engineering ability with excellent customer service - someone who can investigate root causes, understand the wider impact of an issue and implement solutions properly.

The Role

As a 2nd Line IT Support Engineer, you'll be responsible for:

Acting as the primary technical escalation point for 1st Line IT Support.

Diagnosing and resolving complex 2nd Line infrastructure and end-user issues.

Supporting and administering Microsoft 365 and Exchange Online.

Providing VMware VDI support across a branch estate supporting approximately 240 users.

Supporting and managing network infrastructure, including firewalls and switches.

Working with Palo Alto perimeter security and Juniper networking technologies.

Supporting the wider Microsoft-first infrastructure environment.

Working with technologies including Intune, Autopilot, Entra  Ninja One.

Supporting backup and infrastructure technologies, including Veeam.

Investigating recurring issues and identifying root causes rather than relying on temporary fixes.

Working alongside the existing 2nd Line Technician to provide effective technical support.

Participating in infrastructure projects and technology improvements.

Working within formal change-control processes.

Maintaining accurate technical documentation.

Supporting the ongoing IT transformation programme.

Ensuring solutions are implemented securely and in line with organisational policies.

The Technical Environment

You'll be working across a modern Microsoft-first infrastructure, including:

Microsoft 365 | Exchange Online | Entra  | Intune | Autopilot | Ninja One | VMware VDI | Palo Alto | Juniper | Veeam | Keeper

The branch VDI environment currently supports approximately 240 users, while the wider organisation has around 500 employees.

This is therefore an excellent opportunity for someone who wants exposure to a broad infrastructure environment rather than a narrow desktop-support position.

About You

We're looking for a technically capable 2nd Line Engineer who enjoys getting to the bottom of difficult problems.

You should have demonstrable hands-on experience in areas such as:

Microsoft 365 administration.

Exchange Online.

Entra  / Active Directory.

Intune and device management.

Windows infrastructure and desktop support.

VMware / VDI environments.

Networking and troubleshooting.

Firewall and switch administration.

Backup technologies.

Infrastructure troubleshooting and problem management.

Experience with Palo Alto, Juniper, Veeam, Ninja One and Autopilot would be highly advantageous.

You don't need to be an expert in every technology listed, but you must be able to demonstrate genuine hands-on technical depth in the relevant areas.

Customer Service Matters

Technical ability is only half of the role.

We're looking for someone who understands that IT support is ultimately a service function.

You should be:

Calm and composed under pressure.

Approachable and professional.

Comfortable supporting non-technical users.

Able to explain complex technical issues clearly.

Patient and solutions-focused.

Someone who takes ownership rather than simply passing problems on.

Committed to resolving issues properly and preventing them from recurring.

Think Apple Genius Bar standards of customer care, combined with the technical ability of an infrastructure engineer.

Desirable

ITIL knowledge or certification.

Familiarity with ISO 27001.

Previous experience working within a regulated environment.

Strong understanding of incident, problem and change management.

Experience working within formal…