IT Support Engineer (2nd/3rd Line)

About the role

Smart Managed Solutions is looking for an experienced IT Support Engineer (2nd/3rd line) to join its IT team in London. You will be a key technical resource in a small IT team, owning complex support issues and helping keep IT services reliable and secure. The role covers cloud, infrastructure and end-user environments, with strong exposure to Microsoft technologies.

Key responsibilities

• Provide 2nd and 3rd line support across cloud, infrastructure and end-user services, and act as a primary escalation point for complex issues
• Support user onboarding and offboarding, including laptop builds, Windows and Mac device configuration and mobile devices
• Troubleshoot and support Microsoft 365 (Exchange, Teams, SharePoint), Entra ID, Intune and Windows desktop and server environments
• Maintain Azure and cloud-based services, and assist with security configuration, Microsoft Defender, identity protection, endpoint security and patching
• Perform root cause analysis, implement long-term fixes and support ISO 27001 and Cyber Essentials compliance
• Contribute to projects, system upgrades and deployments, and create technical documentation and knowledge base articles
• Work with the IT Technical Lead, provide cover when needed and liaise with third-party vendors

Required profile

• Proven experience in an IT support role covering 2nd and 3rd line responsibilities
• Experience in a small to mid-sized IT team
• Proactive, hands-on, flexible and able to work independently while managing priorities
• Strong communication skills with technical and non-technical users

Required skills

• Microsoft 365, Entra ID / Active Directory, Intune and endpoint management
• Azure administration, networking and identity
• Networking fundamentals (DNS, DHCP, VPNs, firewalls)
• Windows server and desktop support
• Microsoft security tools and best practices
• Desirable: PowerShell scripting, backup and disaster recovery (e.g. Veeam), Dynamics 365, ITIL-aligned processes