2nd Line Support Engineer in Newcastle upon Tyne

Job Description

About the Role:

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I am looking for an experienced 2nd Line IT Support Engineer to join a growing IT team, providing advanced technical support across a modern Microsoft-based environment.

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This role is responsible for managing escalated incidents, resolving complex technical issues, contributing to service improvements, and supporting a cloud-first infrastructure. You'll work closely with 1st and 3rd line teams while playing a key role in delivering a reliable and high-performing IT service.

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Key Responsibilities:
Incident & Service Management

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- Manage and prioritise incidents and service requests within an ITSM platform.
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- Take ownership of complex escalations through to resolution.
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- Deliver high-quality fixes and maximise first-time resolution rates.
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- Maintain accurate ticket records and ensure clear communication with users.
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Technical Support

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- Troubleshoot issues across Microsoft 365, Windows, Entra ID (Azure AD), Intune and networking environments.
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- Support device deployment and configuration using Intune and Autopilot.
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- Administer Microsoft 365 services including Exchange Online, SharePoint and Teams.
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- Support Teams telephony solutions.
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- Perform authorised system and data changes in accordance with change procedures.
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- Provide occasional on-site support across multiple office locations.
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Cyber Security & Compliance

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- Monitor and respond to security alerts.
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- Support the identification and handling of cyber security incidents.
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- Administer Microsoft security technologies including Conditional Access, Identity Protection and Defender.
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- Assist with vulnerability management, patching and remediation activities.
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- Support internal and external audit requirements.
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Continuous Improvement

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- Conduct root cause analysis to reduce recurring issues.
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- Create and maintain technical documentation and knowledge base articles.
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- Identify opportunities to improve services, streamline processes and introduce automation.
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- Support and mentor junior members of the IT team
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What I'm Looking For:
Essential

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- At least 3 years' experience in a 2nd Line IT Support or similar role.
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- Strong customer service and stakeholder management skills.
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- Experience managing incidents against service levels and business priorities.
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- Excellent troubleshooting and problem-solving abilities.
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- Strong technical documentation skills.
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Technical Skills

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- Microsoft 365 (Exchange Online, SharePoint, Teams)
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- Entra ID (Azure AD) and Active Directory
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- Intune / Endpoint Manager
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- Windows Server and Windows 10/11
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- Microsoft Security technologies (Defender, Conditional Access, Identity Protection)
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- Teams Telephony
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- Networking fundamentals including DNS, DHCP and TCP/IP
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- Vulnerability management and endpoint security
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- Email security platforms and secure messaging environments
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Desirable Experience

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- ITIL-based service environments.
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- Privileged Identity Management (PIM).
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- Mobile device management.
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- Print management solutions.
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- Infrastructure and networking exposure beyond desktop support.
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- Automation, scripting or process improvement tools.
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- Relevant Microsoft and ITIL certifications.
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Personal Attributes

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- Strong ownership mentality.
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- Proactive and solutions-focused approach.
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- Ability to manage multiple priorities in a fast-paced environment.
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- Excellent communication skills with both technical and non-technical stakeholders.
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- Collaborative team player with a commitment to continuous learning and development.
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Benefits:

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- Competitive salary dependent on experience.
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- Pension scheme.
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- Occupational sick pay.
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- Industry-recognised training and certification support.
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- Cycle to Work scheme.
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