2nd Line Support Engineer

2nd Line IT Support Engineer
Edinburgh | Permanent | £32,000 - £36,000
 
We're currently recruiting for an experienced 2nd Line IT Support Engineer to join a well-established Managed Service Provider based in Edinburgh.
 
This is an excellent opportunity for a technically capable support professional who enjoys troubleshooting complex issues, working across a broad range of technologies, and supporting multiple client environments.
Working as part of a collaborative technical team, you'll take ownership of escalated support tickets, deliver exceptional customer service, and contribute to ongoing projects and infrastructure improvements.
Key Responsibilities
Troubleshoot and resolve complex Microsoft 365, Windows, server, networking and endpoint support issues
Administer Microsoft 365 services including Exchange Online, Teams, SharePoint and OneDrive
Manage Active Directory and Microsoft Entra ID, including user administration, permissions, authentication and MFA
Support Microsoft Intune and endpoint management solutions
Diagnose networking issues including DNS, DHCP, TCP/IP, VPNs, VLANs, Wi-Fi, switching and firewalls
Support Windows Server and hybrid cloud environments
Investigate security, endpoint and access-related incidents
Take ownership of escalated tickets from initial investigation through to resolution
Communicate effectively with customers throughout the support process
Assist with technical projects, system upgrades and infrastructure deployments
Mentor and support junior members of the service desk team Skills & Experience Required
Previous experience in a 2nd Line IT Support position
Strong Microsoft 365 administration skills
Experience with Active Directory, Entra ID and Intune
Knowledge of Windows 10/11 and Windows Server environments
Strong understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPNs and firewalls
Experience supporting hybrid and cloud-based environments
Strong troubleshooting and problem-solving abilities
Excellent communication and customer service skills
Experience working within an MSP environment would be advantageous Relevant Microsoft certifications are desirable, although practical commercial experience and a strong technical skillset are equally important.
What's on Offer
Salary of £32,000 - £36,000 depending on experience
12 dedicated training days per year
6 charity days per year
Ongoing professional development and certification support
Private healthcare after six months
Gym membership contribution
Regular mentoring and career development reviews
Exposure to a wide range of technologies, projects and client environments
Clear opportunities for technical progression Location: Edinburgh City Centre
 
Hours: Monday to Friday, 9:00am - 5:00pm
 
If you're an experienced IT Support Engineer looking to further develop your technical skills within a busy and varied environment, we'd like to hear from you