2nd Line Support Engineer

Salary: £30,000 - 31,000 per year

Requirements:

• At least 2 years of experience on an IT helpdesk, using a PSA, ITSM, or CRM support tool such as Autotask
• Proficiency with Microsoft 365 tools and services, including OneDrive, SharePoint Online, Exchange Online, Teams, Intune, Entra ID, Entra Connect, Defender for Office 365, and Defender for Endpoint
• Experience with server roles and technologies such as Active Directory, Group Policy, DNS, and DHCP
• Knowledge of LAN-based networking, cloud-managed switches such as UniFi or Meraki, wireless, VPNs, and routing
• Completed or working towards Microsoft 365 accreditation
• Ability to gain SC clearance

Responsibilities:

• Troubleshoot and resolve helpdesk incidents by providing hands-on support for Microsoft 365, servers, and networks
• Configure and upgrade hardware, software, and related services
• Contribute to infrastructure documentation and create knowledge base articles
• Act as an escalation point for Line 1 engineers and escalate tickets when needed
• Manage client calls and conduct site visits when required

Technologies:

• Active Directory
• Cloud
• CRM
• Hardware
• Support
• ITSM
• LAN
• Microsoft 365
• Office 365
• SharePoint

More:

We are a forward-thinking business based in Poole, offering a 2nd Line Support Engineer opportunity with a salary of £31,000. We provide 25 days holiday plus bank holidays, with additional leave for long service, a company bonus scheme, an established pension scheme, access to health and wellness and employee rewards platforms, and a personal development plan that includes learning time, exam budget, and mentorship for industry-recognised certifications. This is a collaborative role in a growing team, with a strong focus on innovation, development, and hands-on technical support.

last updated 32 week of 2026