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Overview
The 2nd Line Support Engineer owns escalated incidents and complex service requests for Oak Furnitureland’s head office, showrooms and depots. The role diagnoses and resolves workstation, server, network and cloud issues, performs root-cause analysis, delivers permanent fixes and feeds back solutions to the Service Desk. It also undertakes selected third-line tasks such as Intune policy deployment; Microsoft 365 tenant configuration and vulnerability remediation agreed with the Cyber-Security team. This role includes Saturday morning cover on a rota basis (half-day about once every four weeks) with time off in lieu.
Responsibilities
* Take ownership of tickets escalated from 1st Line, assessing business impact and setting realistic resolution targets.
* Investigate and resolve complex client issues including OS rebuilds, hardware swaps, driver conflicts and specialist application faults.
* Support core infrastructure – Active Directory, Windows Server, network switches, Wi-Fi, VPN, backups – applying approved configuration changes and patches.
* Implement and troubleshoot Microsoft 365 services, Intune device profiles, conditional-access policies and basic Sentinel alert actions in line with guidance from the Cyber-Security team.
* Perform root-cause analysis, document permanent fixes and publish concise technical notes for the Service Desk knowledge base.
* Software Licence Management.
* IT asset lifecycle management including procurement and disposal.
* Provide occasional on-site assistance for showroom, depot and project work such as cabling, hardware installs and network upgrades when required.
* Run daily backup, disk-space and alert checks, logging exceptions and raising follow-up actions.
* Mentor 1st Line analysts, sharing technical expertise and helping them increase first time-fix rates.
* Participate in the Saturday support rota (about one in four) and provide 1st Line cover during absence or peak demand, with time off in lieu as agreed.
* Raise vendor support cases and liaise with third parties when issues cannot be resolved internally.
Skills and Experience
* Analytical thinker who enjoys deep technical troubleshooting and delivering lasting solutions.
* Clear communicator who can translate complex findings for non-technical colleagues.
* Self-starter who prioritises workload effectively and follows through to closure.
* Collaborative team member who coaches others and documents fixes for future use.
* Security-minded engineer who applies best practice and respects change-control processes.
* Proven experience in a 2nd Line (or combined 2nd / 3rd Line) support role in a multi-site environment.
* Strong knowledge of Windows 10/11, Windows Server, Active Directory, Group Policy and Microsoft 365 administration.
* Hands-on experience with LAN/WAN networking, switches, routing, Wi-Fi and VPN troubleshooting.
* Hardware diagnosis and repair skills for laptops, desktops, printers and peripherals.
* Familiarity with an ITSM or ticketing platform and with change-control procedures.
* Practical exposure to Intune, conditional access, Defender or Sentinel configuration.
* Experience with PowerShell scripting or automation tools.
* Knowledge of Azure AD, basic Azure services or Google Workspace administration.
* ITIL Foundation or equivalent service-management qualification.
* Current Microsoft or CompTIA certification (for example AZ-104, MD-102, Network+).
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Furniture and Home Furnishings Manufacturing
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