2nd Line IT Support Engineer

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.

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.

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., The organisation operates within a regulated environment, so security, documentation and change discipline are important parts of the role.

You'll be based in Manchester, working alongside an established IT team and an existing 2nd Line Technician.

We take technical competence seriously.

The recruitment process includes a practical technical assessment, giving candidates the opportunity to demonstrate how they actually approach technical problems.

We aren't looking for people who simply interview well.

We want to see how you work.

Candidates will be assessed on both technical capability and their approach to service and problem resolution.

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

• 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.

Technical ability is only half of the role.

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

• Calm and…