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)