2nd Line IT Support Engineer - Manchester

Apple Inc.; Manchester; On-site; GBP 32,000 - 45,000; Full time

Job summary

Apple Inc. is seeking an experienced 2nd Line IT Support Engineer to join an established IT team supporting approximately 500 employees across a national branch network.

You will be the primary escalation point for the 1st Line team and work alongside an existing 2nd Line Technician on infrastructure support and change projects. The role focuses on Microsoft 365 and Exchange Online administration, VMware VDI, networking, and security across a Microsoft‑first environment.

Qualifications

• Experience in 2nd line IT support and escalation handling.
• Experience with Microsoft 365 administration and Exchange Online.
• Familiarity with network infrastructure, firewalls and switches.

Responsibilities

• Act as the primary escalation point for 1st Line IT Support.
• Diagnose and resolve complex 2nd Line infrastructure and end-user issues.
• Support and administer Microsoft 365 and Exchange Online.
• Provide VMware VDI support across a branch estate.
• Manage network infrastructure, including firewalls and switches.
• Work with Palo Alto and Juniper technologies.
• Contribute to infrastructure projects and change processes.

Skills

Customer service

Problem solving

Communication

Explain technical issues

Tools

Microsoft 365

Exchange Online

Entra ID

Intune

Autopilot

NinjaOne

VMware VDI

Palo Alto

Juniper

Veeam

Job description

We're looking for an experienced 2nd Line IT Support Engineer to join an established IT team supporting approximately 500 employees across a national branch network.

This is a hands-on technical role and you'll become the primary escalation point for the 1st Line team, while working alongside an existing 2nd Line Technician on infrastructure support and change projects.

We're looking for someone who can combine strong engineering ability with excellent customer service - someone who can investigate root causes, understand the wider impact of an issue and implement solutions properly.

The Role

As a 2nd Line IT Support Engineer, you'll be responsible for:

• Acting as the primary technical escalation point for 1st Line IT Support.
• Diagnosing and resolving complex 2nd Line infrastructure and end-user issues.
• Supporting and administering Microsoft 365 and Exchange Online.
• Providing VMware VDI support across a branch estate supporting approximately 240 users.
• Supporting and managing network infrastructure, including firewalls and switches.
• Working with Palo Alto perimeter security and Juniper networking technologies.
• Supporting the wider Microsoft-first infrastructure environment.
• Working with technologies including Intune, Autopilot, Entra ID and NinjaOne.
• Supporting backup and infrastructure technologies, including Veeam.
• Investigating recurring issues and identifying root causes rather than relying on temporary fixes.
• Working alongside the existing 2nd Line Technician to provide effective technical support.
• Participating in infrastructure projects and technology improvements.
• Working within formal change-control processes.
• Maintaining accurate technical documentation.
• Supporting the ongoing IT transformation programme.
• Ensuring solutions are implemented securely and in line with organisational policies.

The Technical Environment

You'll be working across a modern Microsoft-first infrastructure, including:

Microsoft 365 | Exchange Online | Entra ID | Intune | Autopilot | NinjaOne | VMware VDI | Palo Alto | Juniper | Veeam | Keeper

The branch VDI environment currently supports approximately 240 users, while the wider organisation has around 500 employees.

This is therefore an excellent opportunity for someone who wants exposure to a broad infrastructure environment rather than a narrow desktop-support position., The organisation operates within a regulated environment, so security, documentation and change discipline are important parts of the role.

You'll be based in Manchester, working alongside an established IT team and an existing 2nd Line Technician.

The Recruitment Process

We take technical competence seriously.

The recruitment process includes a practical technical assessment, giving candidates the opportunity to demonstrate how they actually approach technical problems.

We aren't looking for people who simply interview well.

We want to see how you work.

Candidates will be assessed on both technical capability and their approach to service and problem resolution.

We're looking for a technically capable 2nd Line Engineer who enjoys getting to the bottom of difficult problems.

You should have demonstrable hands‑on experience in areas such as:

• Microsoft 365 administration.
• Exchange Online.
• Entra ID / Active Directory.
• Intune and device management.
• Windows infrastructure and desktop support.
• VMware / VDI environments.
• Networking and troubleshooting.
• Firewall and switch administration.
• Backup technologies.
• Infrastructure troubleshooting and problem management.
• Experience with Palo Alto, Juniper, Veeam, NinjaOne and Autopilot would be highly advantageous.

Customer Service Matters

Technical ability is only half of the role.

We're looking for someone who understands that IT support is ultimately a service function.

You should be:

• Calm and composed under pressure.
• Approachable and professional.
• Comfortable supporting non-technical users.
• Able to explain complex technical issues clearly.
• Patient and solutions-focused.
• Someone who takes ownership rather than simply passing problems on.
• Committed to resolving issues properly and preventing them from recurring.

Think Apple Genius Bar standards of customer care, combined with the technical ability of an infrastructure engineer.

Desirable

ITIL knowledge or certification.

Familiarity with ISO 27001.

Previous experience working within a regulated environment.

Strong understanding of incident, problem and change management.

Experience working within formal change-control processes.

Experience contributing to infrastructure transformation projects.

Non-negotiables include:

Excellent written and verbal communication.

Proven 2nd Line technical competence.

Strong customer service skills, supported by concrete examples or references.

A stable and explainable employment history.

Experience working within structured processes.

A strong information-security mindset.

The ability to work within controlled change processes.

A genuine approach to diagnosing and resolving technical problems.

If you're a strong 2nd Line IT Support Engineer who wants to work across Microsoft 365, infrastructure, networking and VDI while playing a key role in an organisation's IT transformation, we'd like to hear from you.