2nd Line IT Support Engineer (AWDO-P15045) in Redditch)

AWD online; Hawkesley; On-site; GBP 30,000 - 33,000; Full time

Benefits offered by this job

23 days holiday (including birthday)

NEST pension

Training and professional development

Job summary

AWD online is seeking a 2nd Line IT Support Engineer to join our growing MSP team in Redditch. You will deliver hands-on technical support across Windows, Microsoft 365, Active Directory and network issues, resolving escalated tickets within SLA.

You’ll engage with diverse clients, document solutions, and contribute to migrations, deployments and system improvements while maintaining strong customer service and clear communication.

Qualifications

• Effective communication skills with people at all levels.
• Willingness to learn new technologies and work across different client environments.
• Experience working to SLAs in a busy support queue.
• Experience supporting Windows 10/11 environments.
• Experience with Microsoft 365 core services.

Responsibilities

• Providing 2nd Line technical support to diverse clients across systems and environments.
• Managing escalated incidents and service requests through to resolution.
• Meeting SLAs and customer service expectations.
• Troubleshooting hardware, software, OS, networking and user-access issues.
• Supporting Microsoft 365 services (Exchange Online, Outlook, Teams, SharePoint, OneDrive).
• Managing user access within Microsoft Entra ID and Active Directory.
• Supporting end-user devices (Windows, Mac) and connectivity issues.
• Guiding colleagues and documenting knowledge for future reference.
• Assisting with migrations, upgrades, deployments and system improvements.

Skills

Customer-focused

Communication skills

Problem solving

Team player

Independent worker

Tools

Windows 10/11

Microsoft 365

Active Directory / Microsoft Entra ID

Networking (DNS, DHCP, VPNs)

Job description

2nd Line IT Support Engineer

A fantastic opportunity for an experienced IT support professional to join a growing Managed Service Provider team, providing hands‑on technical support across varied client environments, technologies and business sectors.

If you’ve also worked in the following roles, we’d also like to hear from you: IT Support Engineer, 2nd Line Support Engineer, IT Support Technician, 2nd Line IT Support Technician, Service Desk Analyst, Technical Support Engineer, Helpdesk Analyst, Desktop Support Engineer, Service Desk Analyst, ICT Technician, IT Technician, IT Support Analyst

SALARY: £30,000 to £33,000 per annum (depending on experience) + Benefits

LOCATION: Redditch, Worcestershire, West Midlands

JOB TYPE: Full-Time, Permanent

WORKING HOURS: Monday – Friday, 09:00–17:30

JOB OVERVIEW

This is an exciting opportunity for a motivated 2nd Line IT Support Engineer who enjoys solving technical problems, taking ownership of issues and delivering excellent customer service.

Working as the 2nd Line IT Support Engineer, you will provide technical support to a diverse client base, resolving escalated incidents and service requests across hardware, software, operating systems, user access, networking and Microsoft 365 environments.

As the 2nd Line IT Support Engineer, you will work within agreed SLAs, communicate clearly with technical and non-technical customers and support client projects, migrations, upgrades, deployments and system improvements.

DUTIES

• Providing Technical Support: Deliver 2nd Line support to a diverse range of clients across different systems, environments and business sectors
• Managing Escalated Issues: Take ownership of escalated incidents and service requests through to resolution
• Meeting Service Levels: Work within agreed SLAs and customer service expectations
• Troubleshooting IT Problems: Resolve hardware, software, operating system, network and user‑access issues
• Supporting Microsoft 365: Provide support for Exchange Online, Outlook, Teams, SharePoint and OneDrive
• Managing User Access: Troubleshoot user accounts, permissions and access within Microsoft Entra ID and Active Directory
• Supporting End‑User Devices: Support Windows 10/11 desktops, laptops, Mac devices and other end‑user equipment
• Resolving Network Issues: Troubleshoot TCP/IP, DNS, DHCP, Wi‑Fi, VPN and general connectivity issues
• Checking Backups: Complete backup checks and remediate failed backup jobs
• Deploying IT Equipment: Assist with the deployment, configuration and maintenance of PCs, laptops, peripherals and other IT equipment
• Maintaining Documentation: Keep client documentation, technical notes and knowledge bases up to date
• Supporting Client Projects: Assist with migrations, upgrades, deployments and system improvements
• Guiding Colleagues: Provide technical guidance and support to 1st Line colleagues where appropriate

CANDIDATE REQUIREMENTS

• Previous experience working in a 1st/2nd Line or 2nd Line IT support role
• MSP experience would be ideal
• Strong experience supporting Windows 10/11 environments
• Good working knowledge of Microsoft 365 and its core services
• Experience with Active Directory and/or Microsoft Entra ID
• A good understanding of networking fundamentals, including DNS, DHCP, TCP/IP and VPNs
• Experience troubleshooting hardware, software and connectivity problems
• Experience working to SLAs and prioritising a busy support queue
• Experience supporting Mac devices
• A customer‑focused approach with the ability to explain technical issues clearly to non‑technical users
• Effective communication skills with people at all levels
• Ability to work independently while contributing effectively as part of a team
• Willingness to learn new technologies and work across different client environments

BENEFITS

• 23 days holiday (including birthday and 2 days Christmas break) + Bank Holidays
• Company NEST pension
• Training and professional development opportunities