2nd Line Engineer – Weekend Shift

Jobtailor

Birmingham

On-site

GBP 28,000 - 38,000

Full time

5 days ago

Be an early applicant

Application generator

Get a reply from this employer — a resume and cover letter tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

Jobtailor in Birmingham is seeking a 2nd Line Support Engineer to own and manage escalated cases, troubleshoot Microsoft 365, Windows, AD, and networking issues, and collaborate with customer IT teams, Field Engineers, and external suppliers.

You will escalate with clear handovers, contribute to root cause analysis and service improvement, maintain case records, and work a shift pattern from Friday to Monday between 7am and 7pm.

Qualifications

2nd Line Support engineer experience
Strong experience supporting Windows Desktop operating systems
Experience troubleshooting Outlook, Exchange and Microsoft 365
Working knowledge of Active Directory, Group Policy, DNS, networking, backup solutions, virtualisation, firewalls and routers
Strong troubleshooting and remote diagnostic skills
Ability to work independently and manage multiple priorities
Excellent communication skills and ability to build relationships with technical and non-technical stakeholders
Experience with Cisco or Fortinet technologies, Mac OS, Linux, Veeam, VoIP, SQL or wider networking technologies would be advantageous

Responsibilities

Own and manage escalated support cases through to resolution
Troubleshoot Microsoft 365, Windows, Active Directory, networking and infrastructure issues
Work closely with customer IT teams, Field Engineers, 3rd Line Support and external suppliers
Escalate cases appropriately with clear technical handovers and documentation
Contribute to root cause analysis, problem management and continuous service improvement
Maintain accurate case records and ensure service levels are achieved
Work Friday through Monday on a shift pattern between 7am and 7pm

Skills

2nd Line Support

Windows Desktop Support

Microsoft 365 Troubleshooting

Active Directory Management

DNS & Networking

Troubleshooting & Remote Diagnostics

Communication & Stakeholder Management

Ability to Work Independently

Managing Multiple Priorities

Tools

Microsoft 365

Windows

Active Directory

Cisco Technologies

Fortinet Technologies

Veeam

Mac OS

Linux

SQL

Job description

Own and manage escalated support cases through to resolution
Troubleshoot Microsoft 365, Windows, Active Directory, networking and infrastructure issues
Work closely with customer IT teams, Field Engineers, 3rd Line Support and external suppliers
Escalate cases appropriately with clear technical handovers and documentation
Contribute to root cause analysis, problem management and continuous service improvement
Maintain accurate case records and ensure service levels are achieved
Work Friday through Monday on a shift pattern between 7am and 7pm

Requirements

Experienced 2nd Line Support Engineer
Strong experience supporting Windows Desktop operating systems
Experience troubleshooting Outlook, Exchange and Microsoft 365
Working knowledge of Active Directory, Group Policy, DNS, networking, backup solutions, virtualisation, firewalls and routers
Strong troubleshooting and remote diagnostic skills
Ability to work independently and manage multiple priorities
Excellent communication skills and ability to build relationships with technical and non-technical stakeholders
Experience with Cisco or Fortinet technologies, Mac OS, Linux, Veeam, VoIP, SQL or wider networking technologies would be advantageous

Core Competencies

Demonstrates expertise in troubleshooting and resolving escalated support cases, particularly with Microsoft 365, Windows, and Active Directory. Proven ability to collaborate with IT teams and maintain service levels while managing multiple priorities.

Highest-signal resume keywords