Job Description
2nd Line IT Support Engineer
Location: Leeds, West YorkshireSalary: £30,000 - £35,000Working Pattern: Hybrid - 3 days in the office, 2 days from homeHours: Monday to Friday, 8:30 AM - 5:00 PM
The Role
We are looking for an experienced 2nd Line IT Support Engineer to join a growing internal IT team based in Leeds.
You will provide technical support to users across multiple UK sites, taking ownership of incidents and service requests escalated from the 1st Line Support team. The role will involve troubleshooting a broad range of Microsoft, infrastructure, networking and end-user technology issues.
You will also support ongoing IT projects, including Microsoft 365 improvements, device deployments, infrastructure upgrades and cloud migrations.
This is an excellent opportunity for a 2nd Line Engineer looking to join a supportive business offering genuine progression into infrastructure, cloud or project-based roles.
Key Responsibilities
* Provide 2nd line technical support to users across multiple UK locations.
* Take ownership of escalated incidents and service requests through to resolution.
* Troubleshoot Windows 10 and Windows 11 desktop and laptop issues.
* Administer Microsoft 365, including Exchange Online, Teams, SharePoint and OneDrive.
* Manage users, groups, permissions and access within Active Directory and Microsoft Entra ID.
* Support Microsoft Intune, Autopilot and mobile device management.
* Troubleshoot networking issues across DNS, DHCP, TCP/IP, VPN and Wi-Fi.
* Support Windows Server environments, including file servers and print servers.
* Assist with user onboarding, offboarding and equipment provisioning.
* Configure and deploy laptops, desktops, mobile devices and peripherals.
* Maintain accurate ticket updates and technical documentation.
* Escalate complex infrastructure issues to senior engineers and third-party suppliers.
* Support infrastructure upgrades, office moves, cloud migrations and technology rollouts.
* Ensure incidents and requests are resolved in line with agreed SLAs.
Technical Skills
* Windows 10 and Windows 11
* Microsoft 365 administration
* Active Directory and Group Policy
* Microsoft Entra ID
* Exchange Online
* Microsoft Intune and Autopilot
* Windows Server and 2022
* DNS, DHCP, TCP/IP and VPN
* VMware or Hyper-V
* Hardware and software troubleshooting
* Remote support tools
* IT service management and ticketing systems
* Basic PowerShell scripting
About You
* At least two years' experience in a 2nd Line IT Support, Service Desk or Desktop Support role.
* Strong knowledge of Microsoft 365 and Windows environments.
* Experience administering Active Directory and Microsoft Entra ID.
* Confident troubleshooting hardware, software, networking and access issues.
* Strong communication and customer service skills.
* Able to explain technical issues clearly to non-technical users.
* Comfortable managing multiple tickets and competing priorities.
* Able to work independently and as part of a wider technical team.
* A full UK driving licence would be beneficial.
* Microsoft, CompTIA or ITIL certifications would be advantageous.
Benefits
* Salary of £30,000 - £35,000
* Hybrid working
* 25 days' annual leave plus bank holidays
* Additional day off for your birthday
* Company pension scheme
* Private healthcare
* Life assurance
* Paid Microsoft training and certifications
* Regular salary reviews
* Clear progression into 3rd Line, Infrastructure or Cloud Engineering
* Free onsite parking
* Company social events
* Employee wellbeing support
Apply
To apply for the 2nd Line IT Support Engineer position, please submit your CV for immediate consideration.
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