2nd Line Support Engineer

Job Title: 2nd Line IT Support Engineer
Location: Tamworth
Salary: £38,000 - £42,000

We are seeking an experienced 2nd Line IT Support Engineer to provide advanced technical support across a fast-paced business environment. This role acts as an escalation point for 1st line support, taking ownership of complex incidents and ensuring issues are resolved efficiently with minimal disruption.

You will play a key role in diagnosing root causes, resolving recurring problems, and supporting core infrastructure and business systems. Collaboration with the wider IT team is essential to maintain high service levels and continuously improve support operations.

Key Responsibilities

• Act as the escalation point for 1st line support, managing complex or unresolved issues through to resolution
• Perform advanced troubleshooting across desktop, server, network, and cloud environments
• Identify root causes of recurring issues and implement long-term fixes
• Administer and support Microsoft 365 services, including Exchange Online, Teams, SharePoint, and Intune
• Manage identity and access across Active Directory and Entra ID (Azure AD)
• Support Conditional Access, MFA, security policies, and endpoint management
• Manage devices via Intune, including enrolment, compliance, and deployment
• Troubleshoot networking issues (DNS, DHCP, VPN, and connectivity)
• Support Windows Server environments, file services, and basic virtualisation
• Collaborate with 3rd line engineers on escalations, projects, and infrastructure improvements
• Identify opportunities to improve service quality and automate repetitive tasks
• Maintain accurate documentation and contribute to the knowledge base
• Assist with software deployments, patching, and system updates
• Provide on-site and remote support across multiple locations as required
• Ensure all work is logged and tracked within the ticketing system
• Support helpdesk operations during peak periods, including ticket triage and escalation
• Participate in an out-of-hours support rota where required
• Travel between sites when necessary, sometimes at short notice
• Maintain endpoint and identity security controls, ensuring compliance with security policies
• Assist in identifying and resolving security-related incidents

Essential Skills & Experience

• 3-5 years' experience in a 2nd Line IT Support role
• Strong troubleshooting and problem-solving skills across a range of technologies
• Ability to take ownership of issues through to resolution, including root cause analysis
• Excellent communication skills, with the ability to engage technical and non-technical users
• Strong organisational and time management skills
• Full UK driving licence

Technical Expertise:

• Microsoft 365 administration (Exchange Online, Teams, SharePoint)
• Intune (device enrolment, compliance policies, deployment)
• Active Directory and Entra ID (Azure AD)
• Conditional Access, MFA, and endpoint security controls
• Windows 10, Windows 11, and Windows Server
• Networking fundamentals (DNS, DHCP, VPN, connectivity troubleshooting)
• Server infrastructure support (file services, permissions, basic virtualisation)
• Experience with ITSM / ticketing systems

Desirable Skills

• Experience in a multi-site environment
• Experience providing both on-site and remote support
• Exposure to warehouse or logistics environments
• Knowledge of virtualisation platforms (Hyper-V or VMware)
• Basic scripting skills (PowerShell)
• Exposure to Linux systems
• Relevant IT certifications (e.g., Microsoft, CompTIA)