2nd Line Support Engineer

Searchability; Yateley; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Salary £30k–£40k

Varied customer estate

Mentor junior engineers

Development of technical skills

Job summary

Searchability is seeking a 2nd Line Helpdesk Engineer in Yateley to own complex issues and provide remote support across diverse Microsoft technologies. You’ll work with Microsoft 365, AD, Intune, SharePoint, and Teams Voice, building robust documentation and mentoring juniors.

Based in Yateley with occasional customer site visits, the role offers a £30k–£40k salary and a collaborative MSP setting that values hands-on problem solving and professional growth.

Qualifications

• Proven experience with Microsoft Windows Server and desktop support.
• Strong Microsoft 365 administration and Active Directory skills.
• Experience with GPOs, Intune and SharePoint administration.
• Ability to troubleshoot complex issues and maintain documentation.
• MSP/helpdesk background and customer-focused mindset are assets.

Responsibilities

• Own complex issues escalated by the 1st Line team and provide remote support.
• Troubleshoot across customer environments using Windows Server and 365 tools.
• Create and maintain up-to-date customer documentation and KBs.
• Mentor junior engineers and contribute to knowledge sharing.
• Occasional on-site visits to resolve recurring or complex problems.

Skills

Windows Server

Microsoft 365

Active Directory

GPO

Intune

SharePoint

Teams Voice

VMware

Hyper-V

Networking

Troubleshooting

Customer service

Autotask

Datto RMM

IT Glue

Tools

Autotask

Datto RMM

IT Glue

Job description

2ND LINE HELPDESK ENGINEER

KEY POINTS

• £30,000 – £40,000 salary
• Based in Yateley with occasional customer site visits
• Microsoft 365, Intune, Active Directory, GPO andamp; virtualisation
• Join an established MSP environment supporting a varied customer base
• Opportunity to mentor junior engineers and handle more complex technical issues

ABOUT THE CLIENT

We’re supporting an established Managed Service Provider looking to add an experienced 2nd Line Helpdesk Engineer to their technical team. You’ll join a customer-focused environment providing remote support across a varied range of Microsoft technologies, infrastructure and networking.

THE BENEFITS

• Salary of £30,000 – £40,000
• Exposure to a varied customer and technology estate
• Opportunity to develop your technical skills
• Progression through increasingly complex support and project work
• Collaborative environment with the opportunity to support and mentor junior engineers

THE 2ND LINE HELPDESK ENGINEER ROLE:

As a 2nd Line Helpdesk Engineer, you’ll take ownership of more complex technical issues escalated by the 1st Line team, providing remote support and troubleshooting across customer environments.

You’ll work extensively with Microsoft server and desktop technologies alongside Microsoft 365, SharePoint, Intune, Active Directory and Teams Voice. You’ll also create and maintain Group Policy Objects (GPOs), ensuring changes follow best practice and are properly documented.

Alongside BAU support, you’ll maintain customer documentation and the internal knowledge base, support the development of junior engineers and occasionally visit customer sites to resolve recurring or more complex technical issues.

2ND LINE HELPDESK ENGINEER ESSENTIAL SKILLS

• Strong Microsoft Windows Server and desktop support experience
• Microsoft 365 administration
• Active Directory and Group Policy (GPO)
• Microsoft Intune
• SharePoint
• Microsoft Teams Voice
• VMware and/or Microsoft Hyper-V
• Networking fundamentals, including switches and firewalls
• Strong troubleshooting and customer service skills
• Ability to remain calm and methodical when dealing with technical issues
• Previous MSP/helpdesk experience would be beneficial
• Autotask, Datto RMM and IT Glue experience would be advantageous

KEY SKILLS

2nd Line Support, IT Support, Helpdesk, Service Desk, Microsoft 365, Office 365, Windows Server, Active Directory, Group Policy, GPO, Intune, SharePoint, Teams Voice, VMware, Hyper-V, Networking, Switches, Firewalls, Autotask, Datto RMM, IT Glue, MSP