At a Glance
- Tasks: Provide top-notch 2nd line IT support and tackle exciting technical challenges.
- Company: Join a dynamic MSP focused on Microsoft 365 and innovative tech solutions.
- Benefits: Competitive salary, performance bonuses, generous leave, and a supportive work environment.
- Other info: Enjoy a structured onboarding process and opportunities for career growth.
- Why this job: Enhance your tech skills while making a real difference for clients.
- Qualifications: Experience in 2nd line IT support and strong troubleshooting skills.
The predicted salary is between 30000 - 40000 £ per year.
As a Senior IT Support Engineer, you will play a key role in delivering high-quality support to our clients, working across Microsoft 365 and core infrastructure technologies. You will primarily focus on 2nd line support, in an MSP environment resolving escalated issues from the service desk, while also contributing to project delivery and technical improvements. You’ll be supported in developing your skills further, with opportunities to progress into more advanced technologies and project work over time.
Location
This is a full-time, office-based role at our Durham Head Office (between Durham and Newcastle), with regular client site visits.
Core Technical Skills & Experience
- Microsoft & End User Support
- Strong experience supporting:
- Windows 10 / Windows 11
- Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
- Experience working with Microsoft Entra ID (Azure AD)
- Device Management (Modern Workplace)
- Understanding of:
- Device compliance policies
- Configuration profiles
- Application deployment
- Exposure to Windows Autopilot
- Infrastructure & Core Systems
- Experience supporting:
- Windows Server environments
- Active Directory (users, groups, permissions)
- Basic understanding of Group Policy
- Exposure to virtualisation platforms (Hyper‑V, VMware or similar)
- Backup, Security & Networking
- Experience supporting backup solutions (Veeam, Datto, Acronis)
- Good understanding of networking fundamentals (DNS, DHCP, LAN/WAN)
- Awareness of cyber security best practice (e.g. Cyber Essentials)
Key Responsibilities
- Provide 2nd line support for incidents and service requests
- Diagnose and resolve technical issues across Microsoft and infrastructure environments
- Take ownership of incidents through to resolution, ensuring SLAs are met
- Escalate issues where required, working with senior engineers
- Assist with project delivery (e.g. Microsoft 365 migrations, device rollouts)
- Support user administration across Active Directory and Microsoft 365
- Assist with device management using Intune and Autopilot
- Follow internal processes aligned with ISO‑accredited standards
Documentation & Process
- Document fixes, solutions, and procedures clearly
- Contribute to knowledge base articles and internal documentation
- Support continual improvement of service processes and automation
About You
- Experience in a 2nd Line IT Support role, ideally within an MSP
- Confident troubleshooting Microsoft 365, Windows, and user issues
- Comfortable working across both cloud and on‑premise environments
- Keen to develop technical skills and progress into more advanced areas
- Strong communication and organisational skills
- Positive, professional, and team‑oriented approach
- Full UK driving licence
The Package
- Salary: £30,000 – £40,000 (depending on experience and technical capability)
- Most candidates appointed to this role typically start between £32,000 and £36,000, with higher salaries reserved for candidates who can demonstrate more advanced technical skills, experience handling complex escalations, and contribution to project delivery
- Quarterly performance‑based bonus scheme
- 29 days annual leave including bank holidays
- Contributory company pension scheme
- Company vehicle or reimbursed travel expenses
- Free eye tests
- Company workwear
- Free on‑site parking
Working Hours: 39 hours per week
Monday–Thursday: 08:30–17:30
Friday: 08:30–16:30
Includes participation in an on‑call rota and occasional out‑of‑hours work.
Onboarding & Support
- Weekly progress meetings during the first 8 weeks
- A structured 90‑day onboarding plan
- Ongoing monthly 1‑2‑1s
Senior IT Support Engineer (2nd Line / Microsoft 365 / MSP) in North East employer: Concept IT Services
As a Senior IT Support Engineer at our Durham Head Office, you will join a dynamic team dedicated to delivering exceptional support in a collaborative and innovative environment. We prioritise employee growth with structured onboarding, regular progress meetings, and opportunities to advance your technical skills in Microsoft 365 and infrastructure technologies. Enjoy a competitive salary, generous annual leave, and a supportive work culture that values your contributions and encourages professional development.
