Digital Waffle
2nd Line Support Engineer
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Role: 2nd Line Support Engineer
Location: London, UK (Hybrid)
Salary: £30,000 - £35,000
About the Role
We're looking for an experienced 2nd Line Support Engineer to join a growing technical support team. 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.
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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).
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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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