Role Overview
We are looking for a Senior 2nd Line IT Support Engineer to join our technical support team. The role focuses heavily on Microsoft 365, supporting multiple client environments, owning tickets from start to finish, and resolving issues to the root cause.
Key Responsibilities
- Manage and resolve tickets within agreed SLAs, taking ownership from initial contact through to resolution.
- Provide advanced 2nd line support across Microsoft 365 environments.
- Troubleshoot and administer Entra ID, Exchange Online, SharePoint, OneDrive, Teams and Intune.
- Manage user access, licensing, MFA, Conditional Access, and security policies.
- Support Microsoft Defender, compliance, retention, DLP and eDiscovery where required.
- Perform root cause analysis and implement permanent solutions.
- Support tenant onboarding, configuration and migration activities.
- Maintain accurate ticket notes, client updates and technical documentation.
- Work across multiple client tenants while following agreed standards and change controls.
- Identify recurring issues and recommend automation or standardisation.
- Escalate complex issues appropriately with clear technical handovers.
Requirements
- Proven 2nd-line IT support experience.
- Strong hands-on Microsoft 365 experience.
- Good knowledge of Entra ID/Azure AD and Exchange Online.
- Experience with Windows 10/11 and modern workplace environments.
- Hands-on experience with Microsoft Intune.
- Confident using PowerShell for administration and troubleshooting.
- Strong understanding of identity, access management, and security.
- Excellent troubleshooting, communication, and client-facing skills.
- Ability to manage competing priorities across multiple clients and tickets.
Desirable
- Experience working within an MSP or multi-tenant environment.
- Knowledge of Azure IaaS/PaaS.
- Experience with PSA/RMM platforms.
- Exposure to M365 backup, archiving, or third-party tools.
Personal Attributes
- Takes ownership and follows issues through to resolution.
- Focuses on permanent solutions rather than repeat fixes.
- Methodical and proactive with documentation.
- Comfortable escalating when required.
- Able to work effectively under pressure and manage interruptions.
Benefits
- Competitive salary package
- Ongoing Microsoft 365 and technical training
- Opportunities to work with a range of UK-based clients and technologies
- Exposure to Microsoft Azure, Intune, Entra ID and cybersecurity
- Career progression into senior engineering and specialist roles
- Supportive team environment with knowledge sharing and mentoring
- Opportunities to work on migrations, projects and automation
- Professional development and certification support
- Modern working environment with a focus on continuous improvement