2nd Line IT Engineer

Clearwater People Solutions Ltd; East Grinstead; On-site; GBP 28,000 - 38,000; Full time

Job summary

Our client, Clearwater People Solutions Ltd, is recruiting a 2nd Line IT Engineer on an initial 3-month contract to provide responsive technical support across Microsoft 365 and Google Workspace, troubleshooting issues, and delivering excellent customer service to a diverse client base.

The role covers 2nd line support for Microsoft 365, Google Workspace, Windows and Mac, with focus on Outlook, Exchange Online, Teams, OneDrive, SharePoint Online, AD/Entra ID and networking.

Qualifications

• Experience delivering 2nd line IT support in an MSP or similar environment.
• Strong hands-on with Microsoft 365 admin tasks and Google Workspace administration.
• Proficient with Active Directory and Microsoft Entra ID user management.
• Experience with Windows 10/11 and Apple macOS devices.
• Solid networking basics (Wi‑Fi, VPN, DNS, DHCP) and incident handling.
• Familiar with ITSM ticketing systems and documenting resolutions.

Responsibilities

• Provide 2nd line support for incidents and service requests across Microsoft 365 and Google Workspace.
• Diagnose and resolve issues including Outlook/Exchange Online, Teams, OneDrive and SharePoint Online.
• Manage user accounts, permissions, licenses, onboarding and offboarding.
• Handle escalated tickets, maintain documentation, and escalate complex issues as needed.
• Troubleshoot network connectivity (Wi-Fi, VPN, DNS, DHCP) and support various hardware.

Skills

2nd Line IT Support

MSP Experience

Microsoft 365 Admin

Google Workspace Admin

Active Directory

Microsoft Entra ID

Windows 10/11

macOS

Networking Fundamentals

Ticketing/ITSM

Tools

Microsoft 365 Admin Center

Google Admin Console

ITSM Tools

Job description

Our client, a fast-growing Managed Service Provider (MSP), is currently recruiting a 2nd Line IT Engineer to join their team on an initial 3-month contract. The successful candidate will be responsible for providing responsive technical support across Microsoft 365 and Google Workspace environments, troubleshooting technical issues, and delivering an excellent level of customer service to a diverse client base.

Key Responsibilities for the 2nd Line IT Engineer:

• 2nd Line Support: Provide technical support for incidents and service requests across Microsoft 365, Google Workspace, Windows and Mac devices.
• Troubleshooting & Resolution: Diagnose and resolve issues relating to Outlook, Exchange Online, Microsoft Teams, OneDrive, SharePoint Online, Google Workspace applications, networking and end-user hardware.
• User Administration: Manage user accounts, permissions, group memberships, software licensing, onboarding and offboarding activities.
• Incident Management: Handle escalated support tickets, maintain accurate documentation, and elevate complex technical issues where required.
• Infrastructure Support: Troubleshoot Wi-Fi, VPN, DNS, DHCP, TCP/IP and general networking connectivity issues whilst supporting a range of hardware and peripherals.

Skills Required for the 2nd Line IT Engineer:

• Proven experience within a 2nd Line IT Support, Desktop Support or Service Desk environment.
• Previous experience working for a Managed Service Provider (MSP).
• Strong knowledge of Microsoft 365 administration and support, including Outlook, Teams, OneDrive and SharePoint.
• Experience supporting Google Workspace environments.
• Knowledge of Active Directory and Microsoft Entra ID.
• Experience supporting Windows 10/11 devices and Apple Macs.
• Good understanding of networking fundamentals including Wi-Fi, TCP/IP, DNS, DHCP and VPN technologies.
• Strong communication skills with a customer-focused approach and the ability to manage competing priorities effectively.
• Experience working with ticketing or IT Service Management systems.