2nd Line Support Engineer

About the Role: I am looking for an experienced 2nd Line IT Support Engineer to join a growing IT team, providing advanced technical support across a modern Microsoft-based environment. This role is responsible for managing escalated incidents, resolving complex technical issues, contributing to service improvements, and supporting a cloud-first infrastructure. You''ll work closely with 1st and 3rd line teams while playing a key role in delivering a reliable and high-performing IT service. Key Responsibilities:Incident and Service Management Manage and prioritise incidents and service requests within an ITSM platform. Take ownership of complex escalations through to resolution. Deliver high-quality fixes and maximise first-time resolution rates. Maintain accurate ticket records and ensure clear communication with users. Technical Support Troubleshoot issues across Microsoft 365, Windows, Entra ID (Azure AD), Intune and networking environments. Support device deployment and configuration using Intune and Autopilot. Administer Microsoft 365 services including Exchange Online, SharePoint and Teams. Support Teams telephony solutions. Perform authorised system and data changes in accordance with change procedures. Provide occasional on-site support across multiple office locations. Cyber Security and Compliance Monitor and respond to security alerts. Support the identification and handling of cyber security incidents. Administer Microsoft security technologies including ..... full job details .....