2nd Line Support Engineer

Salary: £32,000 - 32,000 per year

Requirements:

• We require a minimum of 3 years prior MSP experience in a 2nd line IT support role.
• We require proven experience supporting multiple customers in a fast-paced, ticket-driven environment.
• We require strong working knowledge of Microsoft 365 administration, including Exchange Online, Teams, SharePoint, and OneDrive.
• We require hands-on experience with Azure and Entra ID, including user management, conditional access, and MFA.
• We require solid networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, firewalls, and VPNs.
• We require excellent troubleshooting skills with a methodical, ticket-driven approach.
• We require clear written and verbal communication skills, with confidence speaking to non-technical users.
• We require a full UK driving licence, as occasional customer site visits may be needed.
• Microsoft certifications such as AZ-104 and MD-102 are highly desirable.
• Experience with Intune and modern device management is desirable.
• ITIL awareness and familiarity with service management best practice are desirable.

Responsibilities:

• We act as the second line of escalation for support tickets, taking ownership from 1st line and resolving issues end to end.
• We administer and troubleshoot Microsoft 365 and Azure environments, including Entra ID, Exchange Online, Teams, SharePoint, and Intune.
• We diagnose and resolve network issues across firewalls, switches, VLANs, Wi-Fi, and VPNs.
• We onboard new users, manage accounts and permissions, and support endpoint deployments.
• We document solutions, update knowledge base articles, and share learning with the wider team.
• We liaise with customers in a clear, professional, and empathetic manner, keeping them informed throughout.
• We identify opportunities to improve processes, automate repetitive tasks, and prevent recurring issues.
• We escalate to 3rd line and project teams when appropriate, providing thorough handover notes.

Technologies:

• Azure
• Cloud
• Support
• ITIL
• Microsoft 365
• Network
• Security
• SharePoint
• TCP/IP
• Office 365

More:

We are Swiftcomm, a trusted UK Managed Service Provider delivering modern IT solutions that keep businesses secure, productive, and ahead of the curve. IT is at the heart of what we do, covering Microsoft 365, Azure, networking, cyber security, and end-user support. This is a full-time, permanent, office-based position with a salary of £32,000 per annum. We offer 28 days of annual leave plus bank holidays, private healthcare, private dental cover, a company pension scheme, ongoing funded training and certifications, clear progression paths, a modern office environment with great kit, a supportive team culture, regular team socials, and company events. We also provide benefits including casual dress, employee discount, enhanced maternity and paternity leave, free parking, on-site parking, private medical insurance, and sick pay. This is an in-person role within our friendly, fast-paced support team, where you will work with cutting-edge cloud and networking technology.

last updated 31 week of 2026