2nd Line IT Support Engineer — Hybrid MSP

Focus Group; Hulme Walfield; Hybrid; GBP 30,000 - 32,000; Full time

Benefits offered by this job

Hybrid working

Birthday leave

Pension plan

Job summary

Prism Solutions, part of the Focus Group family, is seeking a Service Desk Engineer (2nd Line) to join our Congleton team. You will handle 1st and 2nd line incidents across Microsoft 365, Windows, networking, and line-of-business apps, with hybrid working after probation.

You'll collaborate with engineering and security teams to deliver excellent customer service, document solutions, and drive improvements in processes and automation.

Qualifications

• Must have experience in a busy IT support environment across multiple customers or locations.
• Strong troubleshooting across Microsoft 365, Windows, networking, and business applications.
• Familiarity with Exchange Online, SharePoint Online, OneDrive, and Entra ID.
• Experience with Intune and mobile device management.
• Good communication and customer-first approach.

Responsibilities

• Manage and resolve 1st and 2nd line support tickets across Microsoft 365, Windows environments, networks, cloud services and business applications.
• Administer Microsoft 365 services including Exchange Online, Teams, SharePoint Online, OneDrive and Entra ID.
• Support Intune-managed devices across Windows, iOS and Android platforms.
• Troubleshoot user access, MFA, permissions and identity-related issues.
• Support Windows 10/11 environments, Windows Server, printing, networking, VPN and connectivity issues.

Skills

Microsoft 365

Windows troubleshooting

Networking basics

Customer service

Ticket management

Tools

PSA tools

RMM tools

Remote support tools

Azure

Microsoft Defender

Job description

Prism Solutions, part of the Focus Group family, is seeking a Service Desk Engineer (2nd Line) to join our Congleton team. You will handle 1st and 2nd line incidents across Microsoft 365, Windows, networking, and line-of-business apps, with hybrid working after probation.

You'll collaborate with engineering and security teams to deliver excellent customer service, document solutions, and drive improvements in processes and automation.