2nd Line IT Support Engineer

Job Title: Level 2 Support Engineer
Salary: £30,000 - £35,000
Birmingham, Full-time - Hybrid

I'm currently working with a growing organisation looking to bring in a Level 2 Support Engineer to join their IT team. This is a great opportunity for someone with solid infrastructure and Microsoft 365 support experience who enjoys troubleshooting complex issues and working across a variety of technologies.

You'll be working as part of a collaborative IT team, providing second-line support across cloud, infrastructure, networking, and virtualisation platforms.

Key Responsibilities

• Provide Level 2 support across IT infrastructure and cloud services
• Support and manage Microsoft 365 environments
• Assist with endpoint and device management via Intune
• Manage identity and access using Entra ID, MFA and conditional access
• Configure and maintain Veeam Backup & Replication
• Support virtualisation platforms (Hyper-V and/or VMware)
• Troubleshoot Remote Desktop Services and Azure Virtual Desktop environments
• Assist with patching and infrastructure updates
• Provide remote troubleshooting for technical incidents
• Maintain clear technical documentation
• Manage incidents and requests within an ITSM ticketing system

Required Skills & Experience

• Microsoft 365 administration (including Defender, Intune, Entra ID)
• Experience with Veeam Backup & Replication
• Virtualisation experience (Hyper-V and/or VMware)
• Experience supporting Remote Desktop Services or Azure Virtual Desktop
• Strong troubleshooting experience across infrastructure environments

Networking fundamentals, including:

• TCP/IP
• DNS & DHCP
• VLANs & VPNs
• Active Directory
• SFTP
• Understanding of SAN storage concepts
• Experience working with ITSM ticketing systems in high-volume environments
• Strong communication skills when working with both technical and non-technical users

What We're Looking For

• A proactive problem-solver who enjoys diagnosing technical issues
• Someone comfortable working in a fast-paced support environment
• Strong documentation and communication skills
• A team player who enjoys learning new technologies