2nd Line Service Desk Engineer

ECS Resource Group; Metropolitan Borough of Solihull; On-site; GBP 29,000 - 35,000; Full time

Job summary

ECS Resource Group is seeking a 2nd Line Service Desk Engineer to join our Solihull team. The role focuses on delivering advanced remote IT support with emphasis on networking, VPN, and cloud services across Microsoft 365 and Azure environments.

Strong skills in Intune administration, Active Directory/Entra ID and network diagnostics are required. This on-site position is based in Solihull, five days per week, with a salary up to £32,000 per annum.

Qualifications

• Proven second line IT support experience with remote troubleshooting and incident management.
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Responsibilities

• Deliver advanced second line remote IT support with a focus on networking and connectivity.
• Troubleshoot and resolve issues across Microsoft 365 and Azure hosted services.
• Administer Microsoft Intune, including application deployment and device management.
• Support and maintain Active Directory and Microsoft Entra ID.
• Diagnose and resolve WiFi, VPN and general network connectivity issues.
• Escalate complex technical issues to third line support with clear documentation.

Skills

Second line IT support

Remote troubleshooting

Network troubleshooting

Microsoft 365

Azure hosted services

Intune administration

Active Directory

Entra ID

ITIL knowledge

Tools

Intune

Microsoft Entra ID

Azure

Active Directory

VPN

Job description

2nd Line Service Desk Engineer

Location: Solihull (Five days per week)

Salary: Up to £32,000 Per Annum

Key Responsibilities

I am working with a leading managed services provider who have a fantastic reputation for delivering cybersecurity, communications and connectivity solutions. For more than 20 years, they have supported UK organisations with reliable, scalable services designed around customer needs.

They are now looking for 2nd Line Support Engineer to join their team in Solihull and support a variety of end customers across a variety sectors. As well as having a strong level of expertise around the Microsoft tech stack and network & connectivity you will also have strong analytical, customer service and organisational skills with the ability to work in a fast paced environment.

Key Responsibilities

• Deliver advanced second line remote IT support, with a strong focus on networking and connectivity.


• Troubleshoot and resolve issues across Microsoft 365 and Azure hosted services.


• Administer Microsoft Intune, including application deployment and device management.


• Support and maintain Active Directory and Microsoft Entra ID.


• Diagnose and resolve WiFi, VPN and general network connectivity issues.


• Escalate complex technical issues to third line support, providing clear documentation and troubleshooting details.


• Build strong customer relationships through clear communication, regular updates and a proactive approach to resolving issues.


• Contribute to customer meetings and service reviews where required.

Skills & Experience Required

• Proven second line IT support experience, with strong remote troubleshooting and incident management skills.


• Strong networking knowledge, including WiFi, VPNs, TCP/IP, DNS and DHCP.


• Experience supporting Microsoft 365 and Azure hosted services.


• Practical experience administering Intune, deploying applications and managing users and access through Active Directory and Entra ID.


• ITIL v3 and above would be advantageous but not essential.