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2nd Line EngineerDigital Waffle • London, London, England
2nd Line Engineer

2nd Line Engineer

Digital Waffle • London, London, England
30+ days ago
Salary
£30,000.00–£40,000.00 yearly
Job type
  • Full-time
Job description

Role: 2nd Line Support Engineer
Location: London, UK (Hybrid)
Salary: £35,000 - £45,000

About the Role

We're looking for an experienced 2nd Line Support Engineer to join a growing technical support team, providing exceptional support to a diverse customer base. This is a varied role supporting Microsoft infrastructure, cloud technologies and end-user environments, whilst acting as an escalation point for 1st Line Engineers and assisting with project work.

You'll troubleshoot complex technical issues, maintain customer infrastructure and play a key role in delivering upgrades, migrations and continuous improvements across customer environments.


Key Responsibilities

  • Provide 2nd line support across Windows desktop, server and Microsoft 365 environments.
  • Troubleshoot and resolve escalated hardware, software and infrastructure issues.
  • Support and administer Microsoft 365, including Exchange Online, SharePoint, Teams and Intune.
  • Support Microsoft Azure environments, including virtual machines, storage, Entra ID (Azure AD) and hybrid cloud services.
  • Maintain Windows Server environments, Active Directory, Group Policy and DNS/DHCP.
  • Administer VMware and/or Hyper-V virtualisation platforms.
  • Deliver infrastructure upgrades, migrations, deployments and onboarding projects.
  • Monitor customer environments and proactively identify opportunities for improvement.
  • Produce and maintain technical documentation.
  • Provide remote and occasional onsite support to customers.
  • Work closely with senior engineers and vendors to resolve complex technical issues.
  • Ensure excellent customer service and communication throughout all support activities.


About You

You'll ideally have:

  • 2-4 years' experience in a 2nd Line Support, Infrastructure Support or IT Support role.
  • Strong experience supporting Windows 10/11, Windows Server and Microsoft 365.
  • Experience administering Active Directory, Group Policy, DNS and DHCP.
  • Good understanding of Microsoft Azure and hybrid cloud environments.
  • Experience supporting VMware and/or Hyper-V.
  • Strong troubleshooting and diagnostic skills.
  • Excellent customer-facing communication skills.
  • Full UK driving licence (preferred).


Desirable

  • Previous MSP experience.
  • Microsoft Azure certifications.
  • Knowledge of Intune, Autopilot and Microsoft Defender.
  • Cyber security awareness and best practices.
  • Experience working on infrastructure migrations and upgrade projects.
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2nd Line Engineer • London, London, England

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