2nd Line Support Engineer

Wolviston Management Services Limited; City of Edinburgh; On-site; GBP 32,000 - 36,000; Full time

Benefits offered by this job

Private healthcare after six months

Gym membership contribution

Dedicated training days (12 per year)

Charity days (6 per year)

Certification support

Job summary

Wolviston Management Services Limited in Edinburgh is seeking a skilled 2nd Line IT Support Engineer to join our established MSP. You will own escalated tickets, troubleshoot Microsoft 365, AD/Entra ID, Intune, and network issues across multiple client environments.

The role offers permanent full-time hours, a clear path for technical progression, ongoing certifications, and generous training days. A strong customer-service mindset is essential.

Qualifications

• Previous experience in a 2nd Line IT Support position.
• Strong Microsoft 365 administration skills.
• Experience with Active Directory, Entra ID and Intune.
• Knowledge of Windows 10/11 and Windows Server environments.
• Strong networking fundamentals including TCP/IP, DNS, DHCP, VPNs and firewalls.
• Experience supporting hybrid and cloud-based environments.
• Strong troubleshooting and problem-solving abilities.
• Excellent communication and customer service skills.
• Experience working within an MSP environment would be advantageous.
• Relevant Microsoft certifications are desirable, although practical commercial experience and a strong technical skillset are equally important.

Responsibilities

• Troubleshoot and resolve complex Microsoft 365, Windows, server, networking and endpoint support issues
• Administer Microsoft 365 services including Exchange Online, Teams, SharePoint and OneDrive
• Manage Active Directory and Microsoft Entra ID, including user administration, permissions, authentication and MFA
• Support Microsoft Intune and endpoint management solutions
• Diagnose networking issues including DNS, DHCP, TCP/IP, VPNs, VLANs, Wi-Fi, switching and firewalls
• Support Windows Server and hybrid cloud environments
• Investigate security, endpoint and access-related incidents
• Take ownership of escalated tickets from initial investigation through to resolution
• Communicate effectively with customers throughout the support process
• Assist with technical projects, system upgrades and infrastructure deployments
• Mentor and support junior members of the service desk team

Skills

Microsoft 365 administration

Active Directory

Entra ID

Intune

Windows 10/11

Windows Server

Networking fundamentals

VPNs & firewalls

Troubleshooting

Customer service

MSP experience

Job description

2nd Line Support Engineer

Location: Scotland

Contract Type: Permanent / Full Time

Closing Date: Nov 10th, 2026

Ref: 1743450

2nd Line IT Support Engineer
Edinburgh | Permanent | £32,000 - £36,000

We're currently recruiting for an experienced 2nd Line IT Support Engineer to join a well-established Managed Service Provider based in Edinburgh.
This is an excellent opportunity for a technically capable support professional who enjoys troubleshooting complex issues, working across a broad range of technologies, and supporting multiple client environments.
Working as part of a collaborative technical team, you'll take ownership of escalated support tickets, deliver exceptional customer service, and contribute to ongoing projects and infrastructure improvements.

Key Responsibilities

• Troubleshoot and resolve complex Microsoft 365, Windows, server, networking and endpoint support issues
• Administer Microsoft 365 services including Exchange Online, Teams, SharePoint and OneDrive
• Manage Active Directory and Microsoft Entra ID, including user administration, permissions, authentication and MFA
• Support Microsoft Intune and endpoint management solutions
• Diagnose networking issues including DNS, DHCP, TCP/IP, VPNs, VLANs, Wi-Fi, switching and firewalls
• Support Windows Server and hybrid cloud environments
• Investigate security, endpoint and access-related incidents
• Take ownership of escalated tickets from initial investigation through to resolution
• Communicate effectively with customers throughout the support process
• Assist with technical projects, system upgrades and infrastructure deployments
• Mentor and support junior members of the service desk team

Skills & Experience Required

• Previous experience in a 2nd Line IT Support position
• Strong Microsoft 365 administration skills
• Experience with Active Directory, Entra ID and Intune
• Knowledge of Windows 10/11 and Windows Server environments
• Strong understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPNs and firewalls
• Experience supporting hybrid and cloud-based environments
• Strong troubleshooting and problem‑solving abilities
• Excellent communication and customer service skills
• Experience working within an MSP environment would be advantageous

Relevant Microsoft certifications are desirable, although practical commercial experience and a strong technical skillset are equally important.

What's on Offer

• Salary of £32,000 - £36,000 depending on experience
• 12 dedicated training days per year
• 6 charity days per year
• Ongoing professional development and certification support
• Private healthcare after six months
• Gym membership contribution
• Regular mentoring and career development reviews
• Exposure to a wide range of technologies, projects and client environments
• Clear opportunities for technical progression

Location: Edinburgh City Centre

Hours: Monday to Friday, 9:00am - 5:00pm