2nd Line Support Engineer

Hamilton Barnes ?; Newcastle upon Tyne; Remote; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Private healthcare

Life assurance

Enhanced parental pay and leave

24/7 GP access

Employee Assistance Programme

Cycle to Work scheme

Electric car scheme

Certification funding

Extensive training

Career progression

Job summary

Hamilton Barnes is seeking a 2nd Line Support Engineer to join a Microsoft Cloud-focused IT services team. The role offers extensive training, funded certifications, and clear progression toward 3rd Line, with fully remote work initially and plans to move to a Newcastle city centre office in March 2027.

You’ll provide 2nd Line support across Microsoft Cloud and 365, troubleshoot incidents, own cases end-to-end, and work with Microsoft and vendors to resolve complex problems.

Qualifications

• Experience in a 2nd Line IT Support or Service Desk role.
• Hands-on with Microsoft 365 technologies.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer-focused approach.

Responsibilities

• Provide 2nd Line technical support for Microsoft Cloud and Microsoft 365.
• Investigate, troubleshoot and resolve incidents within SLAs.
• Take ownership from initial investigation to resolution and escalate as needed.
• Collaborate with internal teams, Microsoft, and third-party providers.
• Identify opportunities to improve customers' IT environments and processes.
• Maintain clear documentation and manage support tickets effectively.

Skills

Microsoft 365

Azure

Troubleshooting

Communication

Learning mindset

Tools

Autotask

Job description

Location: Remote (Newcastle office planned for March 2027)

Shift Pattern: 4 nights on, 4 nights off

Are you a 2nd Line Support Engineer looking for more than just another support role?

We're working with a growing Microsoft Cloud-focused IT services business looking to add a 2nd Line Support Engineer to its team.

This is an opportunity to join a business that genuinely invests in its people, offering extensive training, funded certifications and clear opportunities to progress your technical career.

Whether your ambition is to move into 3rd Line Support, specialise in Microsoft Cloud technologies or explore a different technical discipline, the business actively encourages internal development and career progression.

The Opportunity

• Fully remote working initially, with plans to move into a new office in Newcastle city centre in March 2027.
• 4 on, 4 off night shift pattern, working four consecutive nights followed by four days off.
• Weekend working will form part of the shift rotation.
• Extensive investment in technical training and professional development.
• Access to unlimited certification opportunities, with funding available.
• Genuine opportunities to fast-track progression from 2nd Line into 3rd Line Support.
• Opportunities to develop horizontally across different technical teams and specialisms as the organisation grows.

Responsibilities

• Provide 2nd Line technical support across Microsoft Cloud and Microsoft 365 technologies.
• Investigate, troubleshoot and resolve technical incidents and service requests within agreed SLAs.
• Take ownership of customer issues from initial investigation through to resolution, escalating where necessary.
• Work alongside internal teams, Microsoft and third-party providers to resolve complex technical challenges.
• Identify opportunities to improve customer IT environments, systems and processes.
• Build strong customer relationships through clear communication and consistent service delivery.
• Maintain accurate documentation and ensure support tickets are managed effectively.

What We're Looking For

• Previous experience within a 2nd Line IT Support, Service Desk or Technical Support environment.
• Hands-on experience supporting Microsoft 365 technologies.
• Strong troubleshooting and problem-solving capabilities.
• Excellent communication skills and a customer-focused approach.
• A proactive attitude towards learning and developing technically.
• Someone ambitious who wants to progress their career and take advantage of the development opportunities available.
• Microsoft 365 Administrator or Azure Administrator certifications.
• Previous experience working with Autotask.
• Exposure to wider Microsoft Cloud technologies.
• 25 days annual holiday.
• Private healthcare following one year's service.
• Life assurance at four times your base salary.
• Enhanced parental pay and leave.
• 24/7 GP access.
• Employee Assistance Programme.
• Cycle to Work scheme.
• Electric car scheme.
• Extensive training and certification funding.