IT Support Engineer (Level 2)

Node IT Solutions; Biggleswade; On-site; GBP 30,000 - 36,000; Full time

Job summary

A trusted IT partner in Biggleswade is seeking an experienced IT Support Engineer to provide technical support and manage Azure services. The ideal candidate will have at least 3 years of experience in a similar role and be skilled in managing Microsoft 365 environments, troubleshooting network issues, and delivering exceptional client service. The position offers a salary between £30,000 and £36,000, along with various benefits including paid overtime and private medical insurance.

Benefits

Paid Overtime

Workplace Pension Scheme

Private Medical Insurance

Cycle to Work Scheme

24 days holiday

Qualifications

• Minimum 3 years experience as a Level 2 support engineer.
• Experience delivering Azure-based solutions.
• Experience in supporting LAN/WAN networks (Fortinet preferred).
• Demonstrable grasp of cyber security best practices.

Responsibilities

• Provide second-line (Level 2) support for escalated incidents.
• Manage Microsoft 365 environments.
• Support LAN/WAN networks and configure network infrastructure.
• Build trusted relationships with clients for effective communication.
• Guide and support Level 1 technicians.

Skills

Technical Support

Azure Administration

Networking

Data protection

Client Communication

Education

GCSE English and Maths A*-C/4-9 or level 2 equivalents

Tools

Microsoft 365

Fortinet

ConnectWise

Job description

Job title: IT Support Engineer (Level 2)

Hours: Full time, 37.5 hours per week, worked between 08.00–18.00 Monday to Friday plus rota-based out of hours emergency support

Working Location: Node IT Solutions office (Shuttleworth, Biggleswade), with travel to customer sites as required

Responsible to: Service Delivery Manager

Full UK driving license

About Us

Node IT is a trusted IT partner for ambitious small and medium-sized businesses across Bedfordshire and beyond. Since 2008, we’ve built our reputation onclear communication,proactive support, and agenuine passion for helping businesses thrive. We’re proud to be based in Biggleswade, and committed tonurturing local talentandsupporting our community. If you're a skilled technician who values integrity, collaboration, and continuous learning, we’d love to hear from you.

Job summary

We are seeking a highly capable and customer-focused Level 2 Helpdesk Technician to join our Service Team in providing effective remote, on site, and telephone based technical support to our customers. You’ll be a key escalation point for technical issues, contribute to project deployments, and improve client environments. This is a hands-on role ideal for someone who thrives in a fast-paced, multi-client environment and wants to make a real impact.

Key responsibilities:

Technical Support & Escalation:

• Provide second-line (Level 2) support for escalated incidents and service requests
• Troubleshoot issues across servers, workstations, cloud services, and network devices
• Identify and implement long-term solutions to recurring problems

Microsoft & Azure Administration:

• Manage Microsoft 365 environments (Exchange Online, SharePoint, Teams, etc.)
• Support Azure services including AD, VMs, Backup, and Storage
• Configure and manage Intune/Endpoint Manager for device compliance and app deployment

Networking & Infrastructure:

• Support LAN/WAN networks, firewalls (e.g., Fortinet), switches, and VPNs
• Perform diagnostics and configuration on network infrastructure
• Assist in documenting and deploying best practices for client networks

Security:

• Strong grasp of data protection and cyber security best practices

Client Relationships & Collaboration:

• Communicate clearly and confidently with clients to explain complex issues in a way that makes sense to business users
• Build trusted relationships by being dependable, proactive, and personable
• Work closely with the Service Delivery team to meet SLAs and raise service standards

Knowledge Sharing:

• Guide and support Level 1 technicians
• Contribute to our internal knowledge base with documentation and how-to guides
• Suggest improvements to workflows, monitoring, and automation

Desirable Skills/Knowledge (non-essential):

• Microsoft Certifications: AZ-104, MS-100, MS-101, or legacy MCSA/MCSE
• CompTIA Network+ or Security+
• Cisco CCNA (or equivalent networking knowledge)
• Experience of using ConnectWise / IT Glue / Continuum / BrightGauge

Essential skills and experience:

• Full UK driving licence and own car
• Minimum 3 years experience as a Level 2 support engineer - MSP preferred
• Experience delivering Azure based solutions, with a strong background in the Microsoft 365 suite
• Experience in supporting and configuring LAN/WAN networks (Fortinet preferred)
• Demonstrable grasp of cyber security best practices

Qualifications/Certifications

• GCSE English and Maths A*-C/4-9 or level 2 equivalents

We also need you to be:

• Personable and professional – confident in communicating with clients both remotely and face-to-face
• Reliable and trustworthy – someone who takes ownership and follows through
• Adaptable and open-minded – ready to embrace change and new technologies
• Curious and proactive – keen to learn, solve problems, and suggest improvements
• Calm under pressure – able to manage competing priorities with a clear head
• A strong communicator – able to explain technical concepts clearly to both technical and non-technical audiences
• Detail-oriented and organised – committed to delivering high-quality work and maintaining accurate documentation
• A team player – collaborative, supportive, and willing to share knowledge with others

Salary & Benefits:

Salary £30,000 - £36,000

In addition, we offer the follow benefits:

·Paid Overtime

·Workplace Pension Scheme

·Discretionary performance and bonus awards

·Private Medical Insurance

·Group Personal Accident Insurance

·Cycle to Work and EV Salary sacrifice schemes

·Length of service rewards

·Internal rewards platform

·24 days holiday + birthday day off + plus Bank Holidays

Our Approach to Inclusion

AtNode IT, we believe that great ideas come from diverse perspectives. We’re proud to foster an inclusive, respectful, and supportive workplace where everyone — regardless of background, identity, or experience — can thrive. Whether you're just starting out or bringing years of experience, we value what makes youyou. We welcome applicants from all walks of life and celebrate diversity in all its forms — including (but not limited to) age, disability, ethnicity, gender identity, race, religion, sexual orientation, and socioeconomic background.

Why Join Node IT?

• We support local talent— grow your career right here in Bedfordshire.
• We support local businesses— your work directly impacts the success of our community.
• We invest in you— certification support and personal development encouraged.
• We offer variety— work with a wide range of technologies and industries.

Future progression @ Node

Node IT Solutions is growing rapidly and expanding into new areas. Our philosophy is to promote from within to provide the right individuals with the opportunity to grow with the Company.We recognise the time and effort our staff invest in enhancing their skills by offering a salary uplift when specific industry qualifications are achieved.

The Application Process

The assessment process will comprise both a technical and non-technical interview.