L2 IT Support Engineer - Hook, England

FryerMiles; Hook; On-site; GBP 32,000 - 38,000; Full time

Job summary

A leading MSP IT Support company is seeking a 2nd Line Analyst to join their team in Hook. The successful candidate will have a strong technical background and excellent problem-solving skills to handle escalations and troubleshoot issues. Responsibilities include providing technical support on Windows and MacOS, managing Intune capabilities, and maintaining support documentation. A proactive attitude and customer-first approach are essential. Salary ranges from £32,000 to £38,000 per year, offering an on-site work environment.

Qualifications

• Minimum 3 years' experience in a similar IT support role within an established MSP.
• Strong knowledge of M365 Exchange, Teams, SharePoint, OneDrive.
• Proven expertise with networking components such as firewalls, switches, and WAP.

Responsibilities

• Provide technical support to users across various platforms.
• Act as an escalation point for unresolved 1st Line issues.
• Manage Intune capabilities and support software deployment.

Skills

Technical support on Windows and MacOS platforms

Analytical and troubleshooting skills

Knowledge of M365 and Office365

Verbal and written communication skills

Organizational skills

Tools

Intune

MS Azure

Office365 Admin Centres

Job description

2 nd Line Analyst - Hook - £32,000 to £38,000 per year - On-site

FryerMiles are delighted to be working with an MSP IT Support company to assist with their recruitment of a 2 nd Line Analyst to join their team in Hook.

The successful candidate will strong technical knowledge, a proactive mindset, and a customer-first approach. The successful candidate will be responsible for handling escalations and troubleshoot issues across hardware and software.

Key Responsibilities include:

• Provide technical support to users on Windows and MacOS platforms
• Act as an escalation point for unresolved 1 st Line issues
• Support the deployment of software updates and patches
• Manage Intune capabilities such as device compliance, application deployment, and conditional access policies.
• Diagnose and resolve issues across multiple endpoints (Windows/macOS) and mobile devices
• Maintain and update support documentation
• Confident when liaising with suppliers and customers
• Occasional after-hours support for voice/network changes or M365 rollouts

Requirements:

• Minimum 3 years' experience in a similar IT support role within an established MSP
• Strong analytical and troubleshooting skills with the ability to quickly identify, diagnose, and resolve technical issues
• Strong knowledge of M365 Exchange, Teams, SharePoint, OneDrive,
• Strong understanding of TCP, IP, DHCP, DNS, VLANs & Wi‑Fi
• Excellent verbal and written communication skills
• Strong organisational skills with the ability to effectively prioritise tasks, manage time efficiently, and adapt to shifting demands in a high‑pressure environment.
• Strong technical knowledge and hands‑on experience with Windows (10/11) and Mac OS.
• Proven expertise with MS Office365 Business Apps, MS Azure, and Office365 Admin Centres
• Strong understanding of networking components such as firewalls, switches, and wireless access points (WAP).

2 nd Line Analyst - Hook - £32,000 to £38,000 per year - On-site