2nd Line Engineer

Role: 2nd Line Support Engineer
Location: London, UK (Hybrid)
Salary: £35,000 - £45,000

About the Role

We're looking for an experienced 2nd Line Support Engineer to join a growing technical support team, providing exceptional support to a diverse customer base. This is a varied role supporting Microsoft infrastructure, cloud technologies and end-user environments, whilst acting as an escalation point for 1st Line Engineers and assisting with project work.

You'll troubleshoot complex technical issues, maintain customer infrastructure and play a key role in delivering upgrades, migrations and continuous improvements across customer environments.

Key Responsibilities

• Provide 2nd line support across Windows desktop, server and Microsoft 365 environments.
• Troubleshoot and resolve escalated hardware, software and infrastructure issues.
• Support and administer Microsoft 365, including Exchange Online, SharePoint, Teams and Intune.
• Support Microsoft Azure environments, including virtual machines, storage, Entra ID (Azure AD) and hybrid cloud services.
• Maintain Windows Server environments, Active Directory, Group Policy and DNS/DHCP.
• Administer VMware and/or Hyper-V virtualisation platforms.
• Deliver infrastructure upgrades, migrations, deployments and onboarding projects.
• Monitor customer environments and proactively identify opportunities for improvement.
• Produce and maintain technical documentation.
• Provide remote and occasional onsite support to customers.
• Work closely with senior engineers and vendors to resolve complex technical issues.
• Ensure excellent customer service and communication throughout all support activities.

About You

You'll ideally have:

• 2-4 years' experience in a 2nd Line Support, Infrastructure Support or IT Support role.
• Strong experience supporting Windows 10/11, Windows Server and Microsoft 365.
• Experience administering Active Directory, Group Policy, DNS and DHCP.
• Good understanding of Microsoft Azure and hybrid cloud environments.
• Experience supporting VMware and/or Hyper-V.
• Strong troubleshooting and diagnostic skills.
• Excellent customer-facing communication skills.
• Full UK driving licence (preferred).

Desirable

• Previous MSP experience.
• Microsoft Azure certifications.
• Knowledge of Intune, Autopilot and Microsoft Defender.
• Cyber security awareness and best practices.
• Experience working on infrastructure migrations and upgrade projects.