2nd line it support engineer

Location: Hertfordshire

Salary: £35,000 - £40,000 + Training, Certifications & Career Progression 

Our client is expanding their engineering team and looking for a confident, customer-focused 2nd Line IT Support Engineer to join their Hertfordshire office. This is an excellent opportunity for someone who enjoys solving complex technical issues, thinks logically, and wants genuine progression into 3rd line or project work.

If you’re ready to move beyond basic 1st line tickets and want real progression, deeper technical exposure and meaningful responsibility, this role will give you the platform to grow. If your current environment feels limiting or slow-moving, this company offers a clear pathway into stronger 2nd line and 3rd line responsibilities, more project involvement, modern technologies - and the support to actually get there.

As a 2nd Line Support Engineer, you’ll support a wide range of clients, tackle escalated tickets, and work closely with senior engineers to deliver high-quality service across Microsoft, networking, security and cloud platforms.

What you’ll be doing:

• Handling 2nd line escalations across Windows, M365, Azure, networking, hardware and security tooling.
• Troubleshooting complex incidents, diagnosing root causes and delivering effective technical resolutions.
• Supporting project work including migrations, onboarding, deployments and system improvements.
• Working closely with senior engineers to enhance documentation, processes and service delivery.
• Providing excellent customer service to clients across multiple industries.

What we’re looking for:

• Strong 2nd line experience with excellent customer, colleague or client-facing skills.
• Solid knowledge of Windows OS, M365, Azure AD/Entra, Intune, networking fundamentals and hardware support.
• Confident communicator with a proactive, problem-solving mindset.
• Someone ambitious who wants to learn, develop and progress.
• Certifications (Microsoft, CompTIA, Azure) are a bonus - training provided.

*Please note: this role does not offer visa sponsorship.

Key Words:

2nd Line Support, 1st Line, Service Desk Analyst, IT Support Engineer, Microsoft 365, Office 365, Active Directory, Windows, Troubleshooting