2nd Line IT Support

IT Support Engineer – 2nd Line

Salary: £30,000 – £35,000

Location: Office-based - Southampton

Overview

We are a growing managed service provider delivering modern, cloud-first IT solutions to SMEs across the UK. We support businesses across Microsoft 365, cybersecurity, device management and cloud technologies, helping our customers remain secure, productive and connected.

We are looking for an IT Support Engineer / 2nd Line Support Engineer to join our office-based service desk team in Southampton.

The role is focused on providing high-quality technical support across a range of customer environments, taking ownership of tickets and resolving issues at a 2nd Line level.

It would suit someone with solid IT support experience who is looking to develop further and, over time, potentially take on additional responsibility such as mentoring and training new team members or progressing towards a Team Leader position.

Key Responsibilities

• Manage and resolve 2nd Line / Level 2 support tickets across a range of customer environments
• Troubleshoot and resolve desktop, user, Microsoft 365 and general IT issues
• Configure and support laptops, desktops and Mac devices, including Azure/Entra-joined devices
• Support Microsoft 365 environments including Exchange Online, SharePoint, OneDrive and Teams
• Support Microsoft Windows desktop environments and associated applications
• Assist with user onboarding, account creation, permissions and customer setups
• Deploy, configure and support security solutions including endpoint protection/antivirus, email security, backup, RMM, security awareness and password management tools
• Work with and support solutions within the Acronis stack
• Support internal IT systems and users within the business
• Maintain accurate technical documentation and ensure tickets are kept fully updated
• Share knowledge with colleagues and contribute to improving service desk processes
• As experience develops, help mentor and train new members of the support team, with the opportunity to progress towards a Team Leader role

Skills & Experience

• Ideally 2+ years' experience within an IT support, service desk or helpdesk environment
• Experience working at 2nd Line / Level 2 support level, or strong 1st Line experience with the technical ability to step up
• Strong troubleshooting skills across Windows desktop environments
• Good working knowledge of Microsoft 365
• Experience supporting Exchange Online, Teams, OneDrive and/or SharePoint
• Experience configuring and troubleshooting end-user devices
• Understanding of Entra ID/Azure AD, user accounts, permissions and device management
• Exposure to security technologies such as endpoint protection, antivirus, email security, backup or RMM platforms
• Strong customer service and communication skills
• Ability to prioritise tickets and manage workload effectively
• Previous MSP experience would be beneficial, although not essential

What We’re Looking For

We are looking for someone who enjoys solving technical problems and providing a high standard of support to customers. You’ll be proactive, dependable and comfortable taking ownership of issues through to resolution.

You should also be someone who wants to develop. As the business and service desk continue to grow, there is scope for the right person to take on greater responsibility, including supporting and training newer engineers and potentially progressing into a Team Leader position.

Package

• Ongoing training and development
• Clear opportunity for increased responsibility and career progression
• Opportunity to play a key role in a growing MSP
• Company and team-based incentives