IT Support Engineer

Smart Managed Solutions; Smart (VA); On-site; USD 60,000 - 87,000; Full time

Job summary

Smart Managed Solutions is seeking an experienced IT Support Engineer (2nd/3rd Line) to join our IT team in London. You will provide escalation-level support across cloud, infrastructure and end-user environments, working closely with the IT Technical Lead on projects and security improvements.

The role offers broad exposure to Microsoft cloud technologies, Azure, endpoint management and security, with a collaborative, hands-on team in a fast-paced environment.

Qualifications

• Proven experience in an IT support role covering 2nd and 3rd line responsibilities.
• Strong experience with Microsoft 365, Entra ID/AD, Intune and endpoint management.
• Azure administration, networking fundamentals, and Windows server/desktop support.
• Knowledge of Microsoft security tools and best practices.
• Excellent troubleshooting across multiple systems and small/mid‑sized IT teams.

Responsibilities

• Provide 2nd and 3rd line IT support across cloud, infrastructure and end‑user services.
• Act as a primary escalation point for complex technical issues.
• Support user onboarding/offboarding, including laptop builds and device configuration.
• Troubleshoot and support Microsoft 365 (Exchange, Teams, SharePoint).
• Manage Entra ID (Azure AD), Conditional Access and identity management.
• Oversee Intune and endpoint management; support Windows and Mac devices.
• Maintain Windows server and desktop environments; support Azure services.
• Participate in security configuration and monitoring (Microsoft Defender, identity protection).
• Perform root cause analysis and implement long‑term fixes; support ISO 27001 / Cyber Essentials.
• Create and maintain technical documentation and knowledge base articles.
• Collaborate with IT Lead; liaise with vendors and service providers.

Skills

2nd/3rd line support

Microsoft 365

Entra ID / AD

Intune / endpoint management

Azure administration

Networking fundamentals

Windows server & desktop

Microsoft security tools

Troubleshooting across systems

Tools

PowerShell

Veeam

Dynamics 365

Job description

IT Support Engineer (2nd / 3rd Line) - London

Smart Managed Solutions

Smart Managed Solutions is looking for an experienced IT Support Engineer (2nd/3rd Line) to join our IT team. This is an excellent opportunity for a hands‑on technical professional who enjoys working across modern Microsoft technologies in a collaborative, fast‑paced environment.

The Role

As an IT Support Engineer, you will provide 2nd and 3rd line support across infrastructure, cloud and end‑user environments, acting as a primary escalation point for technical issues. You will work closely with the IT Technical Lead, support ongoing projects and play an important role in maintaining service continuity and security.

This role offers broad exposure to Microsoft cloud technologies, Azure, endpoint management and security.

Key Responsibilities

• Provide 2nd and 3rd line IT support across cloud, infrastructure and end‑user services
• Act as a primary escalation point for complex technical issues
• Support user onboarding and offboarding, including laptop builds, device configuration (Windows and Mac) and mobile devices
• Troubleshoot and support:
• Microsoft 365 (Exchange, Teams, SharePoint)
• Entra ID (Azure AD), Conditional Access and identity management
• Intune and endpoint management
• Windows desktop and server environments
• Support and maintain Azure and cloud‑based services
• Assist with security configuration and monitoring, including Microsoft Defender, identity protection, endpoint security and patching
• Perform root cause analysis and implement long‑term technical fixes
• Support compliance with security and governance frameworks such as ISO 27001 and Cyber Essentials
• Contribute to IT projects, system upgrades and deployments
• Create and maintain technical documentation and knowledge base articles
• Work closely with the IT Technical Lead and provide cover when required
• Liaise with third‑party vendors and service providers

Essential

Skills & Experience

• Proven experience in an IT support role covering 2nd and 3rd line responsibilities
• Strong experience with:
• Microsoft 365
• Entra ID / Active Directory
• Intune / endpoint management
• Azure (administration, networking and identity)
• Solid understanding of networking fundamentals (DNS, DHCP, VPNs, firewalls)
• Experience supporting Windows server and desktop environments
• Knowledge of Microsoft security tools and best practices
• Strong troubleshooting skills across multiple systems
• Experience working within a small to mid‑sized IT team

Desirable

• PowerShell scripting or automation experience
• Backup and disaster recovery exposure (e.g. Veeam)
• Experience with Dynamics 365 or other business systems
• Familiarity with ITIL‑aligned processes

About You

• Proactive and hands‑on, with strong ownership of technical issues
• Able to work independently and manage priorities effectively
• Flexible and adaptable within a small-team environment
• Strong communication skills, able to support both technical and non‑technical users
• Collaborative and team‑focused, with a willingness to share knowledge

Why Join Smart Managed Solutions?

You’ll be joining a supportive and technically engaged team where your expertise will be valued and your ideas encouraged. This role offers the opportunity to work with modern technologies, contribute to meaningful projects and develop your skills within a growing organisation.

At Smart, we’re more than just a company - we’re a community dedicated to shaping the future of facilities management. We value innovation, growth, and collaboration, empowering our team to thrive and make a lasting impact.

With a commitment to your development and well‑being, we provide the support, opportunities, and recognition you need to excel.

Join us, and help build a smarter, more sustainable world.