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.

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