Level 2 Infrastructure Support Engineer

We are looking for an experienced Level 2 IT Support Engineer with strong technical expertise and excellent management skills. This is a fully onsite, client-facing role that combines hands‑on IT support with responsibility for managing and maintaining the client's IT environment. The ideal candidate will be proactive, customer-focused, and confident in delivering high-quality technical support while ensuring the smooth operation of critical IT systems.

Key Responsibilities

Technical Support & Operations

• Provide onsite Level 2 technical support.
• Troubleshoot and resolve hardware, software, network, and systems issues.
• Support and administer Microsoft 365 environments (Exchange Online, SharePoint, Teams, OneDrive, Azure AD).
• Manage user provisioning, permissions, and security policies.
• Coordinate with internal Level 3 engineers and project teams.
• Maintain documentation of systems, processes, and incident records.
• Ensure adherence to company processes and add to these in due course.
• Build strong working relationships with client stakeholders and department heads.
• Provide regular service reviews and status updates.
• Identify opportunities for service improvement, optimisation, and risk mitigation.
• Ensure technology solutions align with business objectives.
• Contribute to IT roadmapping and lifecycle planning.

Required Skills & Experience

Technical Requirements

• Minimum 3-5 years' experience in a Level 2 IT Support or similar role.
• Strong experience supporting Microsoft 365 environments.
  • Solid understanding of: Windows 10/11
  • Active Directory & Azure Active Directory
  • Exchange Online
  • SharePoint & Teams administration
  • Endpoint management (Intune preferred)
  • Networking fundamentals (TCP/IP, DNS, DHCP)
  • Experience working within an MSP desirable.

Qualifications

• Relevant third level qualification in Information Technology or
  • Industry certifications such as: Microsoft 365 Certified (Associate, or Expert level)
  • ITIL Foundation
  • CompTIA Network+ / Security+
  • Azure certifications