2nd Line Support Engineer

JOB: 2nd Line Support Engineer

SALARY: £35,000 - £40,000

LOCATION: Bournemouth

2nd Line Support Engineer (Microsoft 365)

Our client is a small, but growing, customer-focused Managed Service Provider looking to hire a 2nd Line Support Engineer to join their close-knit team. This is a hands-on role supporting a wide range of SME clients, with a strong emphasis on Microsoft 365 environments, cloud-first infrastructure, and proactive support delivery. You ll act as a key escalation point from 1st line, while also owning tickets end-to-end and contributing to ongoing improvements across client environments.

Key Responsibilities of the 2nd Line Suport Engineer

• Provide 2nd line support across desktop, server, and cloud environments
• Act as an escalation point for 1st line engineers, troubleshooting more complex issues
• Support and administer Microsoft 365 environments including:
• Exchange Online
• SharePoint Online
• Teams
• Azure AD / Entra ID
• Manage and resolve tickets through to completion within agreed SLAs
• Perform user administration (onboarding, offboarding, permissions, licensing)
• Assist with M365 migrations, tenant builds, and ongoing optimisation
• Work on security best practices (MFA, conditional access, basic compliance)
• Troubleshoot networking issues (DNS, DHCP, VPN, connectivity)
• Maintain clear documentation and contribute to knowledge base articles
• Deliver excellent customer service in line with a personable, client-first MSP approach

Skills & Experience required for the role of 2nd Line Support Engineer

• 2 4 years experience in an MSP or IT support environment
• Strong hands-on experience with Microsoft 365 administration
• Good understanding of:
• Windows 11 and Windows Server
• Active Directory & Azure AD
• Networking fundamentals (TCP/IP, DNS, DHCP)
• Experience with Intune / MDM is highly desirable
• Exposure to backup solutions, antivirus, and endpoint security tools
• Familiarity with ticketing systems and SLA-driven environments
• Excellent troubleshooting and communication skills

Desirable

• Microsoft certifications (MS-900, AZ-900, MS-102 etc.) but not essential with plenty of hands on experience or self learning/interest
• Experience with SharePoint migrations or Teams deployments
• Support Intune / endpoint management and device configuration
• Basic exposure to Azure infrastructure
• Previous experience supporting multiple external clients

What s on Offer

• Join a modern, growing MSP with a strong reputation for service
• Exposure to a wide variety of technologies and client environments
• Friendly, collaborative culture with real progression opportunities for the right person who will help us to grow

Real Recruitment Solutions is committed to a policy of equal opportunities across all areas of our business and at all stages in the selection process. Acting in accordance with the Equality Act 2010 and guidelines given by the REC, we treat everyone equally irrespective of sex, sexual orientation, gender reassignment, marital status, age, disability, race, ethnic or national origin, religion, political beliefs or membership or non-membership of a Trade Union.

From advertising vacancies, conducting candidate searches, selecting CVs, discussing vacancies and submitting details to clients through to interview preparation and at offer stage, Real Recruitment Solutions ensure that each candidate is assessed only in accordance with their merits, qualifications and ability to perform the relevant duties required by the particular vacancy.

Real Recruitment Solutions place an obligation upon all staff to respect and act in accordance with this policy and consistently review regulations as laid out by the REC to ensure our policy is updated and relevant across all aspects of recruitment in order to avoid unlawful or undesirable discrimination.