2nd/3rd Line Support Engineer

TSR Select; Basildon; Hybrid; GBP 35,000 - 38,000; Full time

Job summary

TSR Select in Basildon is seeking a 2nd/3rd Line Support Engineer to act as an escalation point for complex IT issues, providing remote support across customers.

You will handle Microsoft 365, Azure, Intune, and firewall technologies, configure networks, VPNs, and security, and mentor apprentices while delivering excellent customer service within SLAs. Hybrid role with travel to customer sites as required.

Qualifications

• 4+ years in an MSP environment and 2nd/3rd line IT support experience.
• Strong Microsoft 365 knowledge including Intune, Exchange, Teams, SharePoint, and Azure AD.
• Good Windows OS knowledge and basic networking (DNS/DHCP/VLANs).
• Experience with firewall configuration and VPNs; security awareness a must.

Responsibilities

• Provide 2nd/3rd line technical support to customers via remote and onsite work.
• Troubleshoot complex IT issues and escalate when required; ensure SLAs are met.
• Work with Microsoft 365, Azure, Intune, and firewall technologies.
• Configure, deploy, and maintain networks including switches and routers.
• Assist onboarding of new customers and mentor apprentices in the team.
• Maintain documentation and ensure cyber security best practices.

Skills

Microsoft 365

Intune

Azure AD

Exchange

Teams

SharePoint

Networking fundamentals

Firewalls

VPNs

Documentation

Tools

Firewall configuration

Router/Switch setup

Remote support tools

Job description

Role: 2nd/3rd Line Support Engineer

Company: Managed Service Provider: 160+ Staff - Certifications Paid for

Location: Basildon (Hybrid)

Salary: £35,000 - £38,000

My client is looking for a 2nd/3rd Line Support Engineer acts as an escalation point for complex technical issues (via remote support)

• Provide 2nd/3rd Line technical support to customers across a range of technologies.
• Support end-users with remote support by troubleshooting and resolving complex IT issues efficiently and professionally.
• Work with Microsoft 365, Azure, Intune, and firewall technologies.
• Configure, deploy, and maintain systems including switches, routers, firewalls, and wireless solutions.
• Troubleshooting networking, wi‑fi, connectivity, VoIP and security issues
• Taking part with on-boarding and setup work as new customers join
• Ensure best practices in Cyber Security are implemented and maintained.
• Travel to customers sites when required for onsite support and project work.
• Collaborate with colleagues to deliver excellent customer service and meet SLAs.
• Act as a mentor to the apprentices within the support team, providing guidance, training, and knowledge sharing.

Essential Skills & Experience:

• 4+ Years previous experience in an MSP environment.
• Proven experience in a 2nd line IT support role
• Strong Microsoft 365 knowledge (Intune, Exchange, Teams, SharePoint, Azure AD).
• Good knowledge of Windows operating systems
• Networking fundamentals (TCP/IP, DNS, DHCP, VLANs, firewalls, VPNs).
• Hands‑on experience with firewall configuration and management.
• Strong personal skills, developing relationships and assisting with account management of customers.
• Good understanding and willingness to learn of Cyber Security principles and practices.
• Excellent troubleshooting and problem‑solving skills
• Ability to work independently and as part of a team.
• Good at creating and keeping documentation up to date.
• Ability to prioritise workload in a fast‑paced, SLA‑driven environment
• Excellent communicator and interpersonal skills

Autopilot

Conditional Access - MFA

Azure Virtual Desktops - AVD's