2nd Line Technical Support Engineer

About the role

You will join a growing internal IT team supporting multiple sites across Scotland and Northern England. Working closely with the Scottish IT Manager and the UK technology leadership, you will provide operational support, infrastructure troubleshooting and contribute to a major IT transformation programme.

Key responsibilities

• Provide 2nd line support across multiple UK locations.
• Troubleshoot and resolve hardware, software, network and user issues.
• Support Microsoft 365, Active Directory/Entra ID and endpoint technologies.
• Install, configure and maintain laptops, desktops, printers and peripheral devices.
• Monitor and respond to alerts from support and monitoring platforms.
• Escalate and collaborate with infrastructure, applications and security teams when required.
• Maintain accurate documentation and ticket updates.
• Participate in occasional out‑of‑hours support.
• Travel to sites across Scotland and Northern England to provide hands‑on assistance.

Required profile

• Previous experience in a 2nd line support engineer role.
• Strong troubleshooting skills across desktop, server and Microsoft technologies.
• Experience supporting Microsoft 365 environments.
• Knowledge of Active Directory and Entra ID.
• Familiarity with antivirus, VPN and MFA solutions.
• Excellent communication and stakeholder management abilities.
• Proactive, self‑sufficient problem‑solving approach.
• Full UK driving licence.

Required skills

• Microsoft 365
• Active Directory / Entra ID
• Meraki networking
• Fortinet security
• MPLS & managed networks
• SentinelOne
• NinjaOne
• Arctic Wolf
• Antivirus solutions
• VPN technologies
• Multi‑factor authentication (MFA)
• Remote monitoring and management tools
• Hardware and software troubleshooting
• Endpoint device configuration

What we offer

• Competitive salary
• Hybrid and flexible working arrangements
• Opportunities for overtime and additional project work