This opportunity would suit an experienced IT support professional ready to strengthen their second-line capabilities within a busy managed service environment.

The successful applicant will take ownership of incidents and service requests escalated from the 1st Line Team, providing technical support across networking, Microsoft cloud services, Windows Server, virtualisation, endpoint management and cybersecurity.

Working with guidance from experienced 3rd Line Engineers, the role will also contribute to infrastructure projects, system migrations, client onboarding and service improvements. It offers exposure to varied client environments alongside structured training, certification support and a defined progression route into a 3rd Line Systems Support Engineer position.

Main duties and responsibilities:

• Take ownership of escalated incidents and service requests, applying a structured approach to troubleshooting and documenting resolutions accurately.
• Administer and support Microsoft 365, Azure AD, Windows Server and hybrid Active Directory environments, including user accounts, permissions, licensing and core services.
• Troubleshoot network connectivity, DNS, DHCP, VLAN, firewall, VPN, switching and wireless infrastructure issues.
• Support virtualised servers, file services, endpoint devices, Microsoft Intune, Windows Autopilot and mobile device management.
• Monitor and respond to security alerts, backup failures and system-health issues, escalating more complex incidents where appropriate.
• Assist with infrastructure projects, system migrations, upgrades and new-client onboarding while supporting the development of 1st line colleagues.

Applicants to this role require:

• At least three years’ experience in an IT technical support position, including a minimum of one year working at 2nd line level or equivalent.
• Experience supporting sizeable user environments, ideally across multiple locations or clients.
• Strong knowledge of Microsoft 365 administration, including Exchange Online, Teams, SharePoint and OneDrive.
• Practical experience with Azure AD, Windows Server, Active Directory, DNS, DHCP and file-server permissions.
• A solid understanding of networking fundamentals, including TCP/IP, VLANs, routing, firewalls and VPN connectivity.
• Familiarity with virtualisation platforms such as VMware or Hyper-V and endpoint-management solutions such as Microsoft Intune or SCCM.
• Experience supporting Windows 10 and 11 devices, resolving hardware and software issues and managing operating-system deployments.
• Knowledge of backup and restore processes, cybersecurity principles and ITIL-style incident and request management.
• Strong customer-service, communication, documentation and workload-management skills.
• Experience within an MSP environment would be advantageous, as would exposure to PowerShell, RMM and PSA platforms, Group Policy, Azure infrastructure, EDR solutions or technical documentation systems.
• Relevant certifications such as Microsoft MD-102, CompTIA A+ or Network+, and ITIL Foundation would also be welcomed.

TMM Recruitment INDIT