2nd Line Support Engineer (Microsoft Stack)

TL;DR

2nd Line Support Engineer (Microsoft Stack): Resolving complex technical queries and managing IT systems for 1,450 colleagues with an accent on Microsoft 365, Azure AD, and network infrastructure. Focus on improving service delivery, coaching first-line staff, and maintaining system availability across multiple UK offices.

Location: Hybrid (Manchester, UK); providing support to the Leeds office.

Company

A progressive advisory firm delivering expertise in pensions, employee benefits, and wealth advisory services.

What you will do

• Provide 2nd line support to 1,450 colleagues via telephone, service desk, and Microsoft Teams.
• Collaborate with the Head of Service Delivery and Infrastructure Manager to resolve complex IT application issues.
• Coach and support 1st line IT colleagues to build capability and reduce escalation rates.
• Administer and configure SharePoint Online.
• Document solutions and known fixes to maintain the IT knowledge base.
• Partner with stakeholders to identify and implement efficiencies across the organisation.

Requirements

• Previous experience in a technical second-line support role.
• Strong knowledge of the Microsoft stack, including Azure AD, Azure, SharePoint Online, and M365.
• Experience with Windows 10/11 and Server 2016/2019 operating systems.
• Ability to apply a security-first approach to all technical fixes.
• Ability to travel nationally on an as-needed basis.
• Must be based in the UK to support the Manchester office in a hybrid pattern.

Nice to have

• Microsoft certifications related to M365 and Azure.
• Hands-on experience with Secure Web Gateway technologies (web filter, firewall, IPS/IDS).
• Knowledge of TCP/IP, DNS, DHCP, switches, and wireless access points (specifically Cisco Meraki).

Culture & Benefits

• Hybrid and flexible approach to work supporting a healthy work-life balance.
• Investment in training and development to expand skills and explore career paths.
• A culture that rewards high performance, accountability, and boldness.
• Inclusive and equitable workplace committed to diversity and respect.