2nd Line Support Engineer

Inspirec; England; On-site; GBP 30,000 - 50,000; Full time

Job summary

A growing Managed Service Provider in the UK seeks a proactive 2nd Line IT Support Engineer to join their Helpdesk team. The role involves troubleshooting and resolving technical issues, managing incidents in Microsoft 365 and ensuring excellent service delivery to clients. Ideal candidates will have strong experience in Microsoft 365, good problem-solving skills, and an understanding of ITIL principles. Competitive salary and career progression opportunities offered.

Benefits

Competitive salary

Career progression opportunities

Supportive team environment

Training and development opportunities

Weekly coffee mornings

Qualifications

• Strong background in Microsoft 365 administration (Exchange Online, SharePoint, Teams).
• Hands-on experience with Microsoft Azure and Microsoft Intune.
• Good understanding of Active Directory, Group Policy, DNS, DHCP.

Responsibilities

• Act as the escalation point for 1st line tickets.
• Provide 2nd line support for internal IT systems.
• Deliver remote and on-site support to MSP clients.

Skills

Microsoft 365 administration

Microsoft Azure

Microsoft Intune

Active Directory knowledge

Networking fundamentals

ITIL principles familiarity

Troubleshooting skills

Excellent communication skills

Job description

Overview

Inspirec have partnered with a fast-growing Managed Service Provider (MSP) with a dedicated internal IT function, supporting both our own team and a growing portfolio of external clients. As part of our continued growth, we are looking for a proactive and skilled 2nd Line IT Support Engineer to join the Helpdesk team.

Responsibilities

• Act as the escalation point for 1st line tickets, troubleshooting and resolving technical issues.


• Provide 2nd line support for internal IT systems and services.


• Deliver remote and occasional on-site support to external MSP clients.


• Manage and resolve incidents across Microsoft 365, Intune, and endpoint environments.


• Work with ITSM tools to track, escalate, and resolve incidents in line with SLAs.


• Follow ITIL-aligned processes for incident, problem, and change management.


• Contribute to knowledge base articles, documentation, and process improvements.


• Assist in implementing new technologies and supporting project delivery where required.

Key Skills & Experience

• Strong background in Microsoft 365 administration (Exchange Online, SharePoint, Teams).


• Hands-on experience with Microsoft Azure, Microsoft Intune / Endpoint Manager.


• Good understanding of Active Directory, Group Policy, DNS, DHCP, networking fundamentals.


• Experience within an MSP environment or multi-customer support (preferred).


• Familiarity with ITIL principles, ITSM tools, and change control processes.


• Strong troubleshooting and problem-solving skills with a customer-first mindset.


• Excellent communication skills, both written and verbal.

What We Offer

• Competitive salary (dependent on experience).


• Career progression opportunities as part of a growing IT services business.


• Exposure to a wide range of technologies and clients.


• Supportive, friendly team environment with training and development opportunities.


• Weekly coffee mornings.