2nd Line IT Engineer – Support & Field (Fully Funded Certs)

ITCS; Dorchester; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

25+ days holiday

Fully funded certifications

Opportunities for progression

Job summary

ITCS in Dorchester, UK is seeking a Level 2 Engineer to provide 2nd line remote support across a diverse customer base. You will diagnose and resolve issues in Microsoft 365, endpoints, networks, and user environments while maintaining cloud systems and security policies.

The role emphasizes working with telecoms/VoIP, documenting interactions, and escalating complex problems to Level 3 engineers, all within a flexible, supportive culture and strong team ethos.

Qualifications

• Minimum 2 years experience in an MSP or fast-paced IT support environment.
• Strong technical knowledge of Microsoft 365 (Exchange Online, SharePoint, Teams, Entra ID/Azure AD).
• Experience supporting Windows 10/11, user/device management, and endpoint troubleshooting.
• Solid understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPNs).
• Experience with RMM tools and service desk/ticketing systems.
• Exposure to VoIP/telecoms systems and basic infrastructure troubleshooting.
• Strong communication skills with the ability to manage workload independently.

Responsibilities

• Provide 2nd line remote support via the service desk across a wide customer base.
• Diagnose and resolve issues across Microsoft 365, endpoints, networks, and user environments.
• Support and maintain cloud systems, user accounts, and security policies.
• Assist with telecoms and VoIP-related support queries.
• Escalate complex issues to Level 3 engineers, collaborating through to resolution.
• Maintain clear documentation, accurate ticket updates, and contribute to the knowledge base.

Skills

MSP experience

Microsoft 365

Windows 10/11

Networking fundamentals

RMM tools

Service desk/ticketing

VoIP/telecoms

Independent workload mgmt

Tools

RMM tools

Ticketing systems

Job description

ITCS in Dorchester, UK is seeking a Level 2 Engineer to provide 2nd line remote support across a diverse customer base. You will diagnose and resolve issues in Microsoft 365, endpoints, networks, and user environments while maintaining cloud systems and security policies.

The role emphasizes working with telecoms/VoIP, documenting interactions, and escalating complex problems to Level 3 engineers, all within a flexible, supportive culture and strong team ethos.