2nd Line IT Support Engineer - Farnborough

Microbyte Solutions Limited; Farnborough; Hybrid; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Global offices in UK, Dubai and USA

Progression into 3rd line and project-

Sister MSP: Microbyte

Job summary

White Label IT in Farnborough is seeking a 2nd Line Support Engineer to join our busy MSP environment. You’ll escalate, diagnose, and resolve complex issues across Microsoft 365, Entra ID, VPNs and firewalls while supporting a variety of MSP partners and end users.

You’ll mentor 1st line engineers, document solutions, and collaborate with vendors on ongoing problems. This full-time, office-based role offers exposure to diverse IT environments and growth into higher-line engineering.

Qualifications

• Proven experience in a 2nd line role, or a strong 1st line engineer ready for the step up (MSP experience is a big plus)
• Strong Microsoft 365 administration, including Exchange Online, Entra ID and Intune
• Good working knowledge of Windows Server and Active Directory
• Solid networking fundamentals: TCP/IP, DNS, DHCP, VLANs, firewalls and VPNs
• Comfortable working with RMM and PSA tools
• A clear communicator who can explain technical issues to non-technical users
• MD-102, MS-102, AZ-104, Network+ or CCNA certs = bonus points

Responsibilities

• Take ownership of escalated tickets and see them through to resolution
• Troubleshoot Microsoft 365, Exchange Online, Entra ID and Intune issues
• Diagnose network problems involving firewalls, switches, Wi‑Fi, DNS, DHCP and VPNs
• Support Windows Server, Active Directory, Group Policy and file and print services
• Manage devices and deployments using RMM and PSA tools
• Coach and support 1st line engineers, and share what you know
• Write and maintain clear documentation and knowledge base articles
• Work with vendors and third parties on complex or ongoing issues
• Help out with small projects and migrations when needed

Skills

2nd line support

MSP experience

Microsoft 365 administration

Active Directory

Network fundamentals

Communication

Certs: MD-102, MS-102, AZ-104, Network

Tools

RMM

PSA tools

Job description

2nd Line Support Engineer – White Label IT (Farnborough)

Mastered 1st line and ready for tickets that make you think? Want to be the engineer people bring the hard problems to?

At White Label IT, we’ve built the place to do exactly that. We’re not your average MSP. We provide helpdesk support for multiple MSPs across the UK and abroad… think of us as the MSP’s MSP!

You won’t be stuck supporting one office or one set of systems. One minute you’re untangling a conditional access policy in Entra ID, the next you’re tracing a VPN drop across a client’s firewall, and five minutes later you’re helping a 1st line engineer get to the bottom of a problem they’ve been stuck on.

This is where strong 2nd line engineers thrive. If you love variety, enjoy owning problems from start to finish and want a role that keeps stretching you, this is the place to do it.

Why White Label?

• Global team with offices in the UK, Dubai and the USA
• Fast-paced work across dozens of IT environments, so no two days are the same
• Harder problems across more technologies than you’d see at a single MSP
• Real progression paths into 3rd line, project work and our sister MSP, Microbyte

The Role

Based in our Farnborough office, you’ll be the escalation point for our 1st line team and a trusted engineer for our MSP partners and their end users. This is a full-time, office-based role.

Day to day, you’ll:

• Take ownership of escalated tickets and see them through to resolution
• Troubleshoot Microsoft 365, Exchange Online, Entra ID and Intune issues
• Diagnose network problems involving firewalls, switches, Wi‑Fi, DNS, DHCP and VPNs
• Support Windows Server, Active Directory, Group Policy and file and print services
• Manage devices and deployments using RMM and PSA tools
• Coach and support 1st line engineers, and share what you know
• Write and maintain clear documentation and knowledge base articles
• Work with vendors and third parties on complex or ongoing issues
• Help out with small projects and migrations when needed

What We’re Looking For

You’ve got solid hands‑on experience and the confidence to own a problem, but attitude still matters most. If you’re curious, get stuck in, and take pride in fixing things properly rather than just closing tickets, you’ll fit right in.

Skills that will help:

• Proven experience in a 2nd line role, or a strong 1st line engineer ready for the step up (MSP experience is a big plus)
• Strong Microsoft 365 administration, including Exchange Online, Entra ID and Intune
• Good working knowledge of Windows Server and Active Directory
• Solid networking fundamentals: TCP/IP, DNS, DHCP, VLANs, firewalls and VPNs
• Comfortable working with RMM and PSA tools
• A clear communicator who can explain technical issues to non-technical users
• MD-102, MS-102, AZ-104, Network+ or CCNA certs = bonus points