Second Line Support Engineer

Dexter Talent Ltd; Altrincham; Hybrid; GBP 32,000 - 39,000; Full time

Job summary

Dexter Talent Ltd is seeking a Service Desk Engineer (2nd Line) to own and resolve complex issues across a North West client base. The role is hybrid in South Manchester, with three days in the office and two from home.

You’ll operate across Microsoft 365, Entra ID and Intune, diagnose network problems, and visit sites for hands-on support and deployments. Strong MSP experience and PowerShell skills are a plus.

Qualifications

• 2nd line support experience or strong 1st line engineer ready to step up.
• Hands-on experience with Intune and Entra ID.
• Good networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Comfort dealing with clients by phone, in writing and face to face.
• Full UK driving licence and own vehicle (essential).
• MSP experience and ability to work across multiple client environments.
• Experience with RMM and PSA tools such as HaloPSA, ConnectWise Automate or TacticalRMM.
• Experience with endpoint security tools such as Huntress or Defender for Business.
• PowerShell scripting.
• Microsoft or CompTIA certifications.

Responsibilities

• Taking escalations from the 1st line desk and owning complex issues through to resolution.
• Administering and troubleshooting Microsoft 365, including Exchange Online, Teams, SharePoint and Intune.
• Managing users, groups and devices in Entra ID and Intune.
• Diagnosing network issues across client sites, including DNS, DHCP, VPN and Wi-Fi.
• Regular client site visits for hands-on support, hardware deployments and building relationships.
• Supporting and upskilling L1 engineers so escalations get better over time.
• Keeping documentation, knowledge base articles and asset records accurate.
• Escalating to L3 with clear, thorough handover notes when needed.

Skills

Intune

Entra ID

Microsoft 365

PowerShell

Networking (TCP/IP, DNS, DHCP, VPN)

MSP experience

RMM tools (HaloPSA)

PSA tools (ConnectWise Automate)

TacticalRMM

Defender for Business

Certifications (Microsoft/CompTIA)

Tools

HaloPSA

ConnectWise Automate

TacticalRMM

Intune

Entra ID

Job description

Service Desk Engineer (2nd Line) | South Manchester (Hybrid) | Up to £35k

A great MSP client of ours is looking for an 2nd Line Engineer who wants to own problems rather than pass them on. You’ll be the person the first line team escalates to and the one clients trust to get things fixed, whether that’s remotely or on site.

They’re a tight-knit, technically strong team supporting businesses across the North West with Microsoft 365, Azure, cybersecurity and managed infrastructure. They’re growing, and they want someone who’ll grow with them.

What you’ll be doing:

• Taking escalations from the 1st line desk and owning complex issues through to resolution
• Administering and troubleshooting Microsoft 365, including Exchange Online, Teams, SharePoint and Intune
• Managing users, groups and devices in Entra ID and Intune
• Diagnosing network issues across client sites, including DNS, DHCP, VPN and Wi-Fi
• Regular client site visits for hands-on support, hardware deployments and building relationships
• Supporting and upskilling L1 engineers so escalations get better over time
• Keeping documentation, knowledge base articles and asset records accurate
• Escalating to L3 with clear, thorough handover notes when needed

You’ll need:

• Solid experience in a second line support role, or a strong first line engineer ready to step up
• Hands-on experience with Intune and Entra ID
• A good grasp of networking (TCP/IP, DNS, DHCP, VPN)
• Confidence dealing with clients on the phone, in writing and face to face
• A full UK driving licence and your own vehicle (essential, as site visits are regular)
• MSP experience and comfort working across multiple client environments
• RMM and PSA tools such as HaloPSA, ConnectWise Automate or TacticalRMM
• Endpoint security tools such as Huntress or Defender for Business
• PowerShell scripting
• Microsoft or CompTIA certifications

What’s on offer:

Up to £35k depending on experience, hybrid working with 3 days in the office and 2 from home, exposure to a wide range of technologies across a varied client base and a supportive, hands-on management team with genuine progression towards 3rd line.