Hybrid 2nd Line IT Support Engineer – 365/AD

Third Nexus Group Limited; Greater London; Hybrid; GBP 31,000 - 35,000; Full time

Job summary

Third Nexus Group Limited in London is seeking a capable 2nd line IT Support Engineer to join our hybrid service desk. You will handle incidents end-to-end, provide professional customer support, and work with Windows Server, Microsoft 365, Active Directory and macOS.

The role requires ITIL experience, MSP background, and strong communication. It offers on-site and remote work, salary up to £35,000 with benefits, and opportunities for career progression.

Qualifications

• 2-3 years proven IT support experience (1st/2nd line).
• Experience working within ITIL framework in a service desk.
• Skills covering Windows Server, AD, 365, and macOS.

Responsibilities

• Provide professional, customer-focused IT support through ticket life cycle.
• Record incidents and requests with SLA-aligned details.
• Classify calls and prioritise to restore service quickly.
• Diagnose incidents via first-line support, gather data, and resolve issues.
• Liaise with third-party suppliers and act as central contact.
• Monitor and escalate incidents; assign workloads across team.
• Attend client sites to provide on-site IT support as directed.

Skills

MSP background

2-3 years IT support experience

ITIL knowledge

Excellent communication

Attention to detail

Proven client service skills

Willingness to work flexibly

Good telephone etiquette

Highly motivated

Can-do attitude

Education

MS-900 Microsoft 365 Fundamentals

AZ-900 Microsoft Azure Fundamentals

SC-900 Microsoft Security Fundamentals

Tools

Windows Server 2016-2022

Microsoft 365

Active Directory

Windows 10/11

Apple macOS

Office 365

Datto backup

Acronis backup

Job description

Third Nexus Group Limited in London is seeking a capable 2nd line IT Support Engineer to join our hybrid service desk. You will handle incidents end-to-end, provide professional customer support, and work with Windows Server, Microsoft 365, Active Directory and macOS.

The role requires ITIL experience, MSP background, and strong communication. It offers on-site and remote work, salary up to £35,000 with benefits, and opportunities for career progression.