2nd Line IT Support Engineer / Analyst

2nd Line IT Support Engineer / Analyst Salary: £35k + excellent benefits package + Training and career development opportunities Hybrid working Caerphilly area. There is a requirement to work on-call as part of a rota (paid).

A growing and well-established Managed Services Provider is looking for a customer-focused 2nd / 3rd Line IT Support Engineer / IT Support Analyst to join its expanding technical services team in South Wales.

This opportunity would suit an experienced IT Support Engineer, 2nd Line Support Engineer, Technical Support Engineer, Infrastructure Support Engineer or IT Support Analyst with experience supporting Microsoft 365 environments within an MSP, service desk or multi-user technical environment.

Working within a collaborative support team, you ll provide high-quality 2nd and some 3rd line support to a range of public and private sector customers, taking ownership of incidents through to resolution whilst contributing to service improvement, customer support and operational technical delivery.

The environment is Microsoft-focused and offers excellent exposure to Microsoft 365, Intune, Entra ID, Azure-based technologies, endpoint management, infrastructure support and modern workplace environments.

Key Responsibilities:

• Deliver high-quality 2nd line technical support across desktop, server and cloud environments
• Troubleshoot and resolve hardware, software and infrastructure-related issues
• Support Microsoft 365, Active Directory, Entra ID and endpoint management technologies
• Assist with device management, OS deployment and enterprise MDM solutions
• Support Windows desktop and server environments
• Work closely with customers and internal teams to deliver excellent technical support and service outcomes
• Assist with customer onboarding, technical implementations and infrastructure changes
• Take ownership of technical issues and see them through to resolution
• Maintain and improve technical documentation, support processes and knowledge sharing
• Contribute to continuous service improvement initiatives
• Participate in an on-call rota for out-of-hours support

Skills & Experience Required:

• Previous experience within a 2nd line IT support, infrastructure support or technical support role
• Strong troubleshooting and problem-solving skills
• Experience supporting Microsoft 365 environments
• Knowledge of Active Directory / Entra ID administration
• Experience supporting Windows desktop and server technologies
• Exposure to Intune, AutoPilot or endpoint management technologies
• Understanding of networking fundamentals including LAN/WAN, DNS, DHCP and WiFi
• Excellent communication and customer service skills
• Experience working within an MSP, managed services or multi-customer environment would be highly beneficial

Desirable Experience:

• Azure or AWS exposure
• VMware or Hyper-V virtualisation technologies
• PowerShell scripting or automation experience
• ITIL awareness or certification
• Backup and recovery technologies
• Experience supporting modern workplace or cloud-first environments

This role would suit candidates currently working as a 2nd Line Engineer, IT Support Engineer, Infrastructure Engineer, Service Desk Engineer, Technical Support Analyst or MSP Support Engineer who are looking to further develop their technical skills within a growing managed services environment.

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