Senior MSP IT Support Engineer – Hybrid (2nd/3rd Line)

Escape; City of Edinburgh; Hybrid; GBP 36,000 - 42,000; Full time

Benefits offered by this job

Hybrid working

Educational assistance

Accreditation support

Job summary

Escape in Edinburgh is seeking an IT Support Engineer to join a busy team providing hands-on technical support across a varied client base.

The role requires taking ownership of complex incidents, resolving escalated issues, and maintaining multiple client environments with Microsoft 365, servers and networks. Hybrid working applies and a strong foundation in AD, Intune, and virtualization is essential.

Qualifications

• 3+ years hands-on IT support experience in MSP environments
• Excellent troubleshooting and problem-solving abilities
• Experience owning escalated technical issues through resolution
• Strong Microsoft 365 administration experience
• Knowledge of Intune, AD and GP
• Windows Server administration experience
• Networking basics (TCP/IP, DNS, DHCP) and VPNs

Responsibilities

• Resolve escalated 2nd/3rd line issues to resolution
• Own complex incidents end-to-end
• Support multiple client environments
• Administer Microsoft 365, servers, networks and endpoints
• Support Exchange Online, Entra ID, SharePoint and OneDrive
• Manage Intune and endpoint environments
• Support Windows Server, Active Directory and Group Policy
• Troubleshoot TCP/IP, DNS and DHCP
• Work with routers, switches, firewalls, VLANs and VPNs
• Support Hyper‑V and/or VMware environments
• Maintain physical and virtual servers
• Troubleshoot backup and recovery issues
• Assist with infrastructure migrations and improvement projects
• Assist with patching, security remediation and maintenance
• Collaborate with third-party vendors
• Maintain accurate technical documentation
• Share knowledge with less experienced engineers

Skills

2nd/3rd line support

MSP experience

Troubleshooting

Client communication

Independent worker

Tools

Microsoft 365

Intune

Active Directory

Group Policy

Windows Server

Hyper-V/VMware

Job description

Escape in Edinburgh is seeking an IT Support Engineer to join a busy team providing hands-on technical support across a varied client base.

The role requires taking ownership of complex incidents, resolving escalated issues, and maintaining multiple client environments with Microsoft 365, servers and networks. Hybrid working applies and a strong foundation in AD, Intune, and virtualization is essential.