2nd Line IT Support Engineer — Windows, 365 & AD

Proactive Appointments Ltd.; West of England; On-site; GBP 27,000 - 28,000; Full time

Job summary

Proactive Appointments Ltd. is seeking a 2nd Line Support Engineer to join our team on a 5-day onsite basis.

The role focuses on resolving escalated incidents across Microsoft 365, Windows, Active Directory, networking, hardware and cloud technologies. You will own and resolve 2nd line issues, troubleshoot complex problems, and work with 3rd line teams to ensure incidents are closed with clear user communication.

Qualifications

• Solid experience in a 2nd Line / Desktop Support role.
• Strong troubleshooting and problem-solving skills.
• Good knowledge of Microsoft 365, Windows and Active Directory.
• Understanding of networking fundamentals.
• Excellent communication and customer service skills.
• A proactive, hands-on approach and the ability to work independently.

Responsibilities

• Own and resolve 2nd line technical issues and escalations
• Troubleshoot Windows, Microsoft 365, Active Directory and networking problems
• Support users across hardware, software and infrastructure
• Manage incidents through to resolution, keeping users informed
• Work with 3rd line teams and suppliers on more complex issues
• Help improve documentation, processes and the overall IT service

Skills

Microsoft 365

Windows

Active Directory

Networking

Hardware

Cloud technologies

Troubleshooting

Communication

Customer service

Job description

Proactive Appointments Ltd. is seeking a 2nd Line Support Engineer to join our team on a 5-day onsite basis.

The role focuses on resolving escalated incidents across Microsoft 365, Windows, Active Directory, networking, hardware and cloud technologies. You will own and resolve 2nd line issues, troubleshoot complex problems, and work with 3rd line teams to ensure incidents are closed with clear user communication.