2nd Line Support Engineer

Rubicon People Partnership; Poole; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

25 days holiday

Company bonus

Pension scheme

Health & wellness

Rewards platforms

Personal development budget

Mentorship for industry- recognised<br

Job summary

Rubicon People Partnership is seeking a 2nd Line Support Engineer in Poole to provide hands-on IT helpdesk support, troubleshooting across Microsoft 365, servers and networks. The role combines independent work with team collaboration to resolve diverse technical issues.

The successful candidate will handle incidents, assist Level-1 engineers, and engage with clients during site visits. A background in Microsoft 365, Active Directory, and networking is essential, with SC clearance possible.

Qualifications

• 2+ years of hands-on IT helpdesk experience.
• Proficient with Microsoft 365 suite (OneDrive, SharePoint Online, Exchange Online, Teams).
• Knowledge of Active Directory, DNS, DHCP and Group Policy.

Responsibilities

• Troubleshoot and resolve incidents on Microsoft 365, servers, and networks.
• Configure and upgrade hardware, software and related services.
• Document infrastructure details and create knowledge base articles.
• Escalate tickets to Level-1 engineers and assist as needed.
• Manage client communication and conduct site visits when required.

Skills

Helpdesk experience

Microsoft 365

Server administration

Networking

Security clearance

SC clearance

Tools

Autotask

Job description

2nd Line Support Engineer | Poole | £31,000

As a 2nd Line Support Analyst within this forward-thinking business, you’ll play a key role providing hands‑on support and troubleshooting for a variety of technical issues. This role requires both independent work and collaboration with a growing team on diverse technical disciplines.

As a 2nd Line Support Engineer, you’ll benefit from:

• 25 days' holiday plus bank holidays, with additional holiday for long service.
• Company bonus scheme
• Established company pension scheme.
• Access to health & wellness and employee rewards platforms.
• Develop a personal development plan with your line manager, including time for learning, budget for exams, and mentorship for industry‑recognised certifications.

As a 2nd Line Support Engineer, your responsibilities will include:

• Troubleshoot and Resolve: Handle Helpdesk incidents and provide hands‑on support for Microsoft 365, servers, and networks.
• Configure and Upgrade: Upgrade and configure hardware, software, and related services.
• Document and Maintain: Contribute to infrastructure documentation and create knowledge base articles.
• Escalate and Assist: Act as an escalation point for Line 1 engineers and escalation tickets as needed.
• Client Interaction and Site Visits: Manage client calls and conduct site visits when required.

As a 2nd Line Support Engineer, your skills and experience will include:

• Helpdesk Experience: At least 2 years' experience on an IT Helpdesk, utilising a PSA/ITSM/CRM support tool like Autotask.
• Microsoft 365: Proficiency in OneDrive, SharePoint Online, Exchange Online, Teams, Intune, Entra ID, Entra Connect, Defender for Office 365, and Defender for Endpoint.
• Server Roles: Experience with Active Directory, Group Policy, DNS, and DHCP.
• Networking: Knowledge of LAN-based networking, cloud‑managed switches like Unifi or Meraki, wireless, VPNs, and routing.
• Certifications: Completed or working towards Microsoft 365 accreditation.
• Ability to gain SC clearance.

Interested?