Senior Technical Support Engineer

Reed Technology; West Kirby; On-site; GBP 42,000 - 60,000; Full time

Job summary

Reed Technology in the United Kingdom is seeking a proactive 2nd/3rd Line IT Support Engineer to join the technical team. You will escalate, troubleshoot, and resolve complex incidents while maintaining customer IT environments.

You will work with Windows Server, Active Directory, and Microsoft 365, with exposure to Azure/hybrid cloud and virtualization. This role offers growth toward senior engineering through mentoring and project work.

Qualifications

• 3+ years' experience in IT support or infrastructure.
• Strong 2nd line support experience with escalations.
• Good knowledge of Windows Server and Active Directory.
• Microsoft 365 administration experience.
• Experience with Microsoft Entra ID and user/device management.
• Solid TCP/IP, DNS, DHCP, VLAN, and VPN networking knowledge.

Responsibilities

• Act as escalation point for complex incidents until resolution.
• Troubleshoot and support Windows Server, Microsoft 365, networking and cloud environments.
• Administer Active Directory, Entra ID, DNS and DHCP.
• Support Microsoft 365 services including Exchange Online, SharePoint, Teams and OneDrive.
• Assist with Azure and hybrid cloud environments.
• Support virtualization platforms such as Hyper-V and VMware.
• Produce and maintain technical documentation.
• Mentor junior engineers and share knowledge across the team.
• Attend customer sites when required and build client relationships.

Skills

2nd Line support

Windows Server

Active Directory

Microsoft 365

Microsoft Entra ID

Networking

Troubleshooting

Communication

Driving licence

Tools

Hyper-V

VMware

Intune

PowerShell

Azure

Job description

A growing blue chip organisation is seeking an ambitious 2nd / 3rd Line IT Support Engineer to join its technical team. This is an excellent opportunity for an experienced 2nd Line Engineer looking to progress into 3rd Line support, or a developing 3rd Line Engineer keen to gain broader exposure to infrastructure, cloud technologies and technical project work. Working closely with senior technical leadership, you'll provide escalation support, resolve complex technical issues, and play a key role in maintaining and improving customer IT environments.

Key Responsibilities

• Act as an escalation point for support teams, owning complex incidents through to resolution.
• Troubleshoot and support Windows Server, Microsoft 365, networking and cloud environments.
• Administer Active Directory, Microsoft Entra ID, Group Policy, DNS and DHCP.
• Support Microsoft 365 services including Exchange Online, SharePoint, Teams and OneDrive.
• Assist with Azure and hybrid cloud environments.
• Support virtualisation platforms such as Hyper-V and VMware.
• Troubleshoot firewalls, VPNs, switching and wireless networking solutions.
• Maintain backup, security and monitoring systems.
• Contribute to infrastructure upgrades, migrations and technology deployments.
• Produce and maintain technical documentation.
• Mentor junior engineers and share technical knowledge across the team.
• Attend customer sites when required and build strong client relationships.

Essential Skills & Experience

• Minimum 3 years' experience in IT support, infrastructure or a similar technical environment.
• Strong 2nd Line support experience with exposure to technical escalations.
• Good knowledge of Windows Server and Active Directory.
• Microsoft 365 administration experience.
• Experience supporting Microsoft Entra ID and user/device management.
• Solid networking knowledge including TCP/IP, DNS, DHCP, VLANs and VPNs.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service abilities.
• Ability to prioritise workloads and take ownership of technical issues.
• Full UK driving licence.

Desirable Experience

• Microsoft Azure and hybrid infrastructure.
• Intune and Autopilot.
• Hyper-V and/or VMware.
• Firewall administration.
• Microsoft 365 security and compliance solutions.
• PowerShell scripting and automation.
• Backup and disaster recovery technologies.
• Previous MSP experience.
• Relevant Microsoft, networking or infrastructure certifications.

The Ideal Candidate

You’ll be a proactive and technically curious engineer who enjoys solving complex problems and delivering excellent customer service. Whether you're an experienced 2nd Line Engineer ready for the next step or already gaining 3rd Line exposure, you'll have a genuine desire to learn, take ownership and develop into a senior technical professional.

What's on Offer

• Permanent, full-time position.
• Exposure to a wide range of technologies and customer environments.
• Opportunities to work on infrastructure, cloud and project-based work.
• Ongoing technical development and mentoring.
• Clear progression towards a senior technical engineering role.
• Supportive and collaborative team environment.