2nd Line IT Support Engineer

Since its inception in 2005, Evolve has been driven by a commitment to revolutionise the support provided to hard-working multi-site brands often overlooked by traditional technology providers. Our tailored approach addresses the unique challenges faced by these brands, emphasising exceptional technical support and customer service. This covers IT support and requests, GDPR Compliant Guest Wi‑Fi, SD WAN Networks, Managed Wi‑Fi/LAN Infrastructure, Broadband / Leased Lines, Network Security, PCI Consultancy and structured cabling.

The 2nd Line IT Support engineer plays a key role in providing technical support, incident management and service delivery. Primarily office-based support with occasional site visits when required. They are responsible for managing support tickets, escalating incidents when necessary and ensuring adherence to SLA’s and OLA’s.

• Provide primarily office‑based support, with on‑site visits as required.
• Manage support tickets effectively, ensuring adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), while prioritising tasks efficiently.
• Escalate incidents to the 3rd Line Support team, ensuring all necessary details are provided when resolution cannot be achieved.
• Work closely with the 2nd Line Team Leader to elevate priority incidents and aged tickets.
• Follow established incident management processes to ensure prompt and effective resolution of technical issues.
• Take ownership of recurring incidents, implementing permanent solutions to minimise future disruptions.
• Contribute to the creation of knowledge base articles to enhance the skills of the 1st Line Support team.

• Ensure infrastructure services remain available during core operational hours for designated areas of responsibility.
• Deliver IT support services efficiently and effectively, aligning with business requirements.
• Identify opportunities for service improvements and recommend enhancements to senior management.
• Monitor, plan, and manage problems in line with agreed SLAs.
• Keep up to date with ITIL best practices, industry trends, and emerging technologies.
• Windows Server 2012 R2 and later administration.
• Microsoft Azure Infrastructure (deployment and management).
• Microsoft Exchange configuration and support.
• M365 Office Suite and Intune remote management.
• Backup solutions (Azure and Acronis)

• Experience with firewalls, VPNs, and networking solutions.
• Knowledge of Office 365 Security & Compliance features.
• Experience in managing and maintaining cloud app security policies and alerts.
• Hybrid Azure AD deployment and Intune enrolment for devices.
• Experience in Intune device compliance, remediation, configuration policies, app protection, and app configuration policies.
• Experience in creating and configuring Microsoft Store for Business and deploying apps to Windows.

• Hands‑on experience with Sage, Exclaimer, Acronis, Connect Wise Automate, Ninja and Skykick.

• University degree or college diploma in Computer Science, IT Studies, or three years of equivalent work experience.
• Experience in handling escalations and more complex IT issues.
• Proven experience in service and application delivery, including successful SLA management.
• Strong analytical and problem‑solving abilities, capable of approaching challenges from multiple angles.
• Excellent communication and negotiation skills (both written and verbal).
• Strong interpersonal skills with the ability to collaborate effectively in a team‑oriented environment.
• Self‑motivated, detail‑oriented, and able to work independently.
• Ability to prioritize and execute tasks efficiently in high‑pressure environments.
• Customer‑centric mindset, ensuring high levels of service delivery and client satisfaction.
• Demonstrated ability to identify service improvements on a client‑by‑client basis and present recommendations to senior management.
• Extensive experience in a team‑oriented, collaborative work environment.
• ITIL V3 or V4 Foundation Certification (preferred).

At Evolve, you'll be joining a dynamic and passionate team that's committed to building…