2nd Line Support Engineer

2nd Line IT Support Engineer

Edinburgh | Permanent | £32,000 - £36,000

We're currently recruiting for an experienced 2nd Line IT Support Engineer to join a well-established Managed Service Provider based in Edinburgh.

This is an excellent opportunity for a technically capable support professional who enjoys troubleshooting complex issues, working across a broad range of technologies, and supporting multiple client environments.

Working as part of a collaborative technical team, you'll take ownership of escalated support tickets, deliver exceptional customer service, and contribute to ongoing projects and infrastructure improvements.

Key Responsibilities

Troubleshoot and resolve complex Microsoft 365, Windows, server, networking and endpoint support issues

Administer Microsoft 365 services including Exchange Online, Teams, SharePoint and OneDrive

Manage Active Directory and Microsoft Entra ID, including user administration, permissions, authentication and MFA

Support Microsoft Intune and endpoint management solutions

Diagnose networking issues including DNS, DHCP, TCP/IP, VPNs, VLANs, Wi-Fi, switching and firewalls

Support Windows Server and hybrid cloud environments

Investigate security, endpoint and access-related incidents

Take ownership of escalated tickets from initial investigation through to resolution

Communicate effectively with customers throughout the support process

Assist with technical projects, system upgrades and infrastructure deployments

Mentor and support junior members of the service desk team Skills & Experience Required

Previous experience in a 2nd Line IT Support position

Strong Microsoft 365 administration skills

Experience with Active Directory, Entra ID and Intune

Knowledge of Windows 10/11 and Windows Server environments

Strong understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPNs and firewalls

Experience supporting hybrid and cloud-based environments

Strong troubleshooting and problem-solving abilities

Excellent communication and customer service skills

Experience working within an MSP environment would be advantageous Relevant Microsoft certifications are desirable, although practical commercial experience and a strong technical skillset are equally important.

What's on Offer

Salary of £32,000 - £36,000 depending on experience

12 dedicated training days per year

6 charity days per year

Ongoing professional development and certification support

Private healthcare after six months

Gym membership contribution

Regular mentoring and career development reviews

Exposure to a wide range of technologies, projects and client environments

Clear opportunities for technical progression Location: Edinburgh City Centre

Hours: Monday to Friday, 9:00am - 5:00pm

If you're an experienced IT Support Engineer looking to further develop your technical skills within a busy and varied environment, we'd like to hear from you