2nd Line Support Engineer

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

Job summary

Wolviston Management Services in Edinburgh is seeking a seasoned 2nd Line IT Support Engineer to join a well-established MSP based in Edinburgh.

You will own escalated tickets, troubleshoot complex Microsoft 365, Windows, server and networking issues, and contribute to projects across client environments. The role offers a permanent position with salary £32,000 - £36,000 and a focus on customer service and technical excellence.

Qualifications

• 2nd Line IT Support experience
• Strong Microsoft 365 administration skills
• Experience with Active Directory, Entra ID and Intune
• Knowledge of Windows 10/11 and Windows Server environments
• Networking fundamentals: TCP/IP, DNS, DHCP, VPNs, firewalls
• Experience supporting hybrid and cloud-based environments
• Strong troubleshooting and customer service
• Experience in an MSP environment advantageous

Responsibilities

• Troubleshoot and resolve complex Microsoft 365, Windows, server, networking and endpoint issues
• Administer Microsoft 365 services including Exchange Online, Teams, SharePoint and OneDrive
• Manage Active Directory and 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 investigation to resolution
• Communicate effectively with customers throughout the support process
• Assist with technical projects, system upgrades and deployments
• Mentor and support junior members of the service desk team

Skills

2nd Line IT Support

Microsoft 365 Admin

Active Directory

Entra ID

Intune

Networking

Hybrid/Cloud

Troubleshooting

Communication

Job description

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