Weekend 2nd Line IT Support Engineer - Microsoft 365

Focus Group; Birmingham; Hybrid; GBP 28,000 - 31,000; Full time

Job summary

Focus Group is seeking a 2nd Line Support Engineer on a weekend shift pattern in Birmingham. The role involves supporting escalated incidents across Microsoft 365, Windows Server, desktop, networking and wireless technologies, and working with customer IT teams and external suppliers to resolve complex issues.

The position is based in Birmingham with 2/3 days per week in the office, offering a salary of £28-31k and a shift pattern across Friday to Monday from 7am–7pm.

Qualifications

• Experience with Windows Desktop operating systems.
• Experience troubleshooting Outlook, Exchange and Microsoft 365.
• Knowledge of Active Directory, DNS, networking and backup solutions.
• Strong troubleshooting and remote diagnostic skills.
• Excellent communication and ability to work with technical and non-technical stakeholders.

Responsibilities

• Own and manage escalated support cases through to resolution.
• Troubleshoot issues across Microsoft 365, Windows, Active Directory, networking and infrastructure environments.
• Work closely with customer IT teams, Field Engineers, 3rd Line Support and external suppliers.
• Escalate cases appropriately, providing clear technical handovers and documentation.
• Contribute to root cause analysis, problem management and continuous service improvement.
• Maintain accurate case records and ensure service levels are achieved.

Skills

Windows OS

Microsoft 365

Active Directory

Networking

Troubleshooting

Remote diagnostics

Communication

Stakeholder management

Tools

Cisco

Fortinet

SQL

Veeam

Job description

Focus Group is seeking a 2nd Line Support Engineer on a weekend shift pattern in Birmingham. The role involves supporting escalated incidents across Microsoft 365, Windows Server, desktop, networking and wireless technologies, and working with customer IT teams and external suppliers to resolve complex issues.

The position is based in Birmingham with 2/3 days per week in the office, offering a salary of £28-31k and a shift pattern across Friday to Monday from 7am–7pm.