Job Description
Support Engineer, 2nd Line, Microsoft 365, Active Directory, Endpoint Management
A Support Engineer opportunity has arisen with a well-established organisation based in Basingstoke. Are you an experienced second-line professional ready to take on a varied technical role where you can also help shape the skills of those around you?
The Role
The Support Engineer will take ownership of escalated incidents passed up from a first-line team, working through more complex technical issues that require deeper diagnostic ability and broader systems knowledge. Day-to-day responsibilities span endpoint protection, software deployment, patch management, and identity and access administration across a hybrid environment. The role also carries a mentoring element, with the expectation that you will help first-line colleagues grow their technical knowledge over time. Accurate ticket logging, adherence to SLA targets, and contribution to internal documentation are all central to how success is measured here.
The Company
This is a well-established UK-based organisation with a Group IT Services function supporting a broad internal user base. The business holds quality, environmental, and information security management accreditations, which gives a clear indication of how seriously it takes structured, professional operations. The wider IT team is collaborative and grounded, with a clear structure that offers good visibility of how your work contributes to the service overall.
What experience does the Support Engineer need?
- Experience of working in a second-line support capacity, ideally with a solid background gained in first-line support beforehand, along with solid hands-on knowledge of Windows 10 and 11, hardware and software troubleshooting, and a basic grasp of networking and TCP/IP
- Practical exposure to Microsoft 365 administration, ideally including Intune, Entra ID, and Exchange, alongside familiarity with Active Directory and Group Policy Objects in a hybrid environment
- The ability to communicate clearly with non-technical users, manage escalations appropriately, and work through complex problems with a structured, methodical approach
- Some experience guiding or mentoring junior colleagues, and a customer-focused mindset with a genuine commitment to delivering a high standard of support
Benefits
- Hybrid shift pattern across 8am–4.30pm and 9am–5.30pm, 40 hours per week
- 25 Days’ holiday
- Pension
- A structured team environment with clear escalation pathways and collaborative colleagues
- Opportunity to contribute to a well-governed IT function operating to ISO 9001, 14001, and 27001 standards
So What’s Next? If you are a 2nd line Support Engineer and would like to learn more, please apply below and I will be in touch with you shortly to discuss the role further.
Support Engineer, 2nd Line
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