2nd line it support engineer (microsoft 365, windows, mac & networking)

Job Description

• Onsite - Edinburgh
• £35K
• MSP

2nd Line IT Support EngineerLocation: OnsiteSalary: Up to £35,000 per annumJob Type: Full-Time, PermanentAbout the Opportunity Morris Sinclair Recruitment is working on behalf of a well-established and growing IT services business seeking a talented and proactive 2nd Line IT Support Engineer to join their team. This is an excellent opportunity for an experienced IT professional who enjoys troubleshooting complex technical issues, taking ownership of support requests, and working as part of a collaborative office-based team. The successful candidate will be technically capable, customer-focused, and comfortable supporting a broad range of technologies across Microsoft environments, networking infrastructure, and end-user devices.Key Responsibilities

• Provide 2nd line technical support to users across a variety of technologies and platforms
• Troubleshoot and resolve issues relating to Microsoft 365, Windows and macOS environments.
• Diagnose and support networking issues, including routers, switches, connectivity, and general infrastrucure.
• Take ownership of support tickets from initial diagnosis through to resolution.
• Produce and maintain clear, accurate technical documentation and support records.
• Escalate complex issues where appropriate while ensuring excellent communication throughout.
• Assist with user onboarding, hardware deployment, software installations, and general IT administration tasks.
• Contribute to continuous improvement of support processes and documentation.
• Support colleagues and work collaboratively within the wider technical team.

Essential Requirements

• Proven experience in a 2nd Line IT Support or similar technical support role.
• Strong experience supporting Microsoft 365 environments.
• Solid knowledge of Windows and macOS operating systems.
• Good understanding of networking fundamentals, including routers and connectivity trouble
• shooting.
• Excellent fault-finding and problem-solving abilities.
• Ability to work independently while also contributing positively within a team environment.
• Strong organisational skills with experience maintaining detailed technical documentation.
• Proactive approach with a willingness to take ownership and responsibility for issues through to completion.Full UK Driving Licence.

Desirable Skills & Experience

• Previous experience working within a Managed Service Provider (MSP) environment.
• Industry-recognised certifications such as Microsoft 365, CompTIA, or similar.
• Exposure to cloud technologies and modern IT infrastructure solutions.

Personal Attributes

• Bright, motivated, and eager to learn.
• Strong communication and customer service skills.
• Positive attitude and willingness to assist with a variety of tasks when required.
• Reliable, professional, and highly organised.
• Comfortable working in a fast-paced technical environment

Package

• Salary up to £35,000 depending on experience.
• Full-time permanent position.
• Onsite working environment with a supportive and collaborative team.
• Ongoing training and development opportunities.

Opportunity to develop your technical skills and progress your career within a growing business. To apply or discuss this opportunity in confidence, please contact Morris Sinclair Recruitment or apply now.