Escalation-Driven 2nd Line IT Support Engineer (Hybrid)

Focus Group; Birmingham; Hybrid; GBP 28,000 - 31,000; Full time

Job summary

Focus Group is seeking a 2nd Line IT Support Engineer to join a dedicated customer support team in Birmingham. The role involves providing technical expertise on escalated incidents and service requests across Microsoft 365, Windows Server, desktop, networking and wireless technologies.

This isn’t a traditional service desk role; you’ll work with customer IT teams, Focus Group engineers, and third-party suppliers to investigate and resolve complex issues from diagnosis to resolution in a

Qualifications

• Strong experience supporting Windows Desktop operating systems.
• Experience troubleshooting Outlook, Exchange and Microsoft 365.
• Working knowledge of Active Directory, Group Policy, DNS, networking, backup solutions, virtualisation, firewalls and routers.
• Strong troubleshooting and remote diagnostic skills.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Excellent communication skills and a collaborative approach to problem solving.
• Experience with Cisco or Fortinet technologies, Mac OS, Linux, Veeam, VoIP, SQL or wider networking technologies would be advantageous.

Responsibilities

• Own and manage escalated support cases through to resolution.
• Troubleshoot issues across Microsoft 365, Windows, Active Directory, networking and infrastructure environments.
• Work closely with customer IT teams, Field Engineers, 3rd Line Support and external suppliers.
• Escalate cases appropriately, providing clear technical handovers and documentation.
• Contribute to root cause analysis, problem management and continuous service improvement.
• Maintain accurate case records and ensure service levels are met.

Skills

Windows Desktop

Outlook

Exchange

Microsoft 365

Active Directory

Group Policy

DNS

Networking

Backup solutions

Virtualisation

Firewalls

Routers

Remote diagnostic

Communication skills

Problem solving

Collaboration

Tools

Cisco

Fortinet

Veeam

VoIP

SQL

Mac OS

Linux

Job description

Focus Group is seeking a 2nd Line IT Support Engineer to join a dedicated customer support team in Birmingham. The role involves providing technical expertise on escalated incidents and service requests across Microsoft 365, Windows Server, desktop, networking and wireless technologies.

This isn’t a traditional service desk role; you’ll work with customer IT teams, Focus Group engineers, and third-party suppliers to investigate and resolve complex issues from diagnosis to resolution in a