Job Title: 2nd Line IT Support EngineerLocation: TamworthSalary: £38,000 - £42,000We are seeking an experienced 2nd Line IT Support Engineer to provide advanced technical support across a fast-paced business environment. This role acts as an escalation point for 1st line support, taking ownership of complex incidents and ensuring issues are resolved efficiently with minimal disruption. You will play a key role in diagnosing root causes, resolving recurring problems, and supporting core infrastructure and business systems. Collaboration with the wider IT team is essential to maintain high service levels and continuously improve support operations. Key ResponsibilitiesAct as the escalation point for 1st line support, managing complex or unresolved issues through to resolutionPerform advanced troubleshooting across desktop, server, network, and cloud environmentsIdentify root causes of recurring issues and implement long-term fixesAdminister and support Microsoft 365 services, including Exchange Online, Teams, SharePoint, and IntuneManage identity and access across Active Directory and Entra ID (Azure AD)Support Conditional Access, MFA, security policies, and endpoint managementManage devices via Intune, including enrolment, compliance, and deploymentTroubleshoot networking issues (DNS, DHCP, VPN, and connectivity)Support Windows Server environments, file services, and basic virtualisationCollaborate with 3rd line engineers on escalations, projects, and infrastructure improvementsIdentify opportunities to improve service quality and automate repetitive tasksMaintain accurate documentation and contribute to the knowledge baseAssist with software deployments, patching, and system updatesProvide on-site and remote support across multiple locations as requiredEnsure all work is logged and tracked within the ticketing systemSupport helpdesk operations during peak periods, including ticket triage and escalationParticipate in an out-of-hours support rota where requiredTravel between sites when necessary, sometimes at short noticeMaintain endpoint and identity security controls, ensuring compliance with security policiesAssist in identifying and resolving security-related incidentsEssential Skills & Experience3-5 years' experience in a 2nd Line IT Support roleStrong troubleshooting and problem-solving skills across a range of technologiesAbility to take ownership of issues through to resolution, including root cause analysisExcellent communication skills, with the ability to engage technical and non-technical usersStrong organisational and time management skillsFull UK driving licenceTechnical Expertise:Microsoft 365 administration (Exchange Online, Teams, SharePoint)Intune (device enrolment, compliance policies, deployment)Active Directory and Entra ID (Azure AD)Conditional Access, MFA, and endpoint security controlsWindows 10, Windows 11, and Windows ServerNetworking fundamentals (DNS, DHCP, VPN, connectivity troubleshooting)Server infrastructure support (file services, permissions, basic virtualisation)Experience with ITSM / ticketing systemsDesirable SkillsExperience in a multi-site environmentExperience providing both on-site and remote supportExposure to warehouse or logistics environmentsKnowledge of virtualisation platforms (Hyper-V or VMware)Basic scripting skills (PowerShell)Exposure to Linux systemsRelevant IT certifications (e.g., Microsoft, CompTIA)