2nd Line IT Support Engineer

Job Title: Level 2 Support Engineer Salary: £30,000 - £38,000 Birmingham, Full-time - Hybrid

I'm currently working with a growing organisation looking to bring in a Level 2 Support Engineer to join their IT team. This is a great opportunity for someone with solid infrastructure and Microsoft 365 support experience who enjoys troubleshooting complex issues and working across a variety of technologies.

You'll be working as part of a collaborative IT team, providing second-line support across cloud, infrastructure, networking, and virtualisation platforms.

Key Responsibilities

Provide Level 2 support across IT infrastructure and cloud services

Support and manage Microsoft 365 environments

Assist with endpoint and device management via Intune

Manage identity and access using Entra ID, MFA and conditional access

Configure and maintain Veeam Backup & Replication

Support virtualisation platforms (Hyper-V and/or VMware)

Troubleshoot Remote Desktop Services and Azure Virtual Desktop environments

Assist with patching and infrastructure updates

Provide remote troubleshooting for technical incidents

Maintain clear technical documentation

Manage incidents and requests within an ITSM ticketing system

Required Skills & Experience

Microsoft 365 administration (including Defender, Intune, Entra ID)

Experience with Veeam Backup & Replication

Virtualisation experience (Hyper-V and/or VMware)

Experience supporting Remote Desktop Services or Azure Virtual Desktop

Strong troubleshooting experience across infrastructure environments

Networking fundamentals, including

TCP/IP

DNS & DHCP

VLANs & VPNs

Active Directory

SFTP

Understanding of SAN storage concepts

Experience working with ITSM ticketing systems in high-volume environments

Strong communication skills when working with both technical and non-technical users

What We're Looking For

A proactive problem-solver who enjoys diagnosing technical issues

Someone comfortable working in a fast-paced support environment

Strong documentation and communication skills

A team player who enjoys learning new technologies