The 2nd Line Support Engineer is responsible for providing advanced technical support across the organisation's IT estate, with a strong focus on incident escalations, cloud‑based platforms, and service continuity.

This role acts as a technical bridge between 1st Line Service Desk and 3rd Line / specialist teams, ensuring efficient escalation, clear communication, and timely resolution of complex issues. The engineer will also contribute to service improvement, documentation, and root cause analysis.

Key Responsibilities

• Incident & Escalation Management
  • Act as the primary point of escalation from 1st Line Support for incidents that require deeper technical investigation.
  • Diagnose and resolve complex issues across infrastructure, cloud services, and end‑user systems within agreed SLAs.
  • Escalate unresolved or high‑impact incidents to 3rd Line / external vendors, ensuring full technical context and clear handover.
  • Take ownership of incidents through to resolution, maintaining accountability and customer communication throughout.

• Cloud & Modern Workplace Technologies
  • Provide 2nd line support for cloud‑based services, including (but not limited to):
  • Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams)
  • Azure AD / Entra ID (identity, access, conditional access)
  • Azure IaaS / PaaS components where applicable
  • Support hybrid environments integrating on‑premise and cloud services.
  • Assist with cloud service monitoring, service health reviews, and incident trend analysis.

• Liaison & Collaboration
  • Work closely with 1st Line Support to:
  • Improve first‑time fix rates
  • Provide coaching and technical guidance
  • Identify training and knowledge gaps
  • Collaborate with 3rd Line Engineers, Architects, and Vendors to resolve complex or systemic issues.
  • Act as a technical point of contact during major incidents, changes, and service outages.

• Problem Management & Service Improvement
  • Perform root cause analysis (RCA) on recurring incidents and contribute to problem records.
  • Identify opportunities to improve system stability, monitoring, and support processes.
  • Create and maintain technical documentation, knowledge base articles, and escalation runbooks.
  • Contribute to change assessments and support post‑implementation reviews.

• Security, Compliance & Best Practice
  • Support security controls, patching, and vulnerability remediation activities.
  • Ensure incidents and requests are handled in line with internal policies, security standards, and compliance requirements.
  • Promote ITIL‑aligned service management best practices.

Candidate Criteria

• HNC/HND or equivalent experience
• Previous experience in an IT related procurement / administration
• IP Networking and Hardware support
• Desktop & Printer Hardware support
• Windows 11 support
• Windows Server Administration
• Active Directory Administration
• MDM Administration - InTune
• Office 365 Administration
• Azure Administration
• Desktop & Printer Hardware support
• Remote access experience and remote support
• M365 Support in specific areas, i.e. SharePoint and Teams
• Technical Documentation
• Excellent organisation skills
• Excellent communication skills