2nd Line IT Support Engineer / Analyst

Salary: £35,000 - 35,000 per year Requirements Previous experience in 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 and 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 is highly beneficial Azure or AWS exposure is desirable VMware or Hyper‑V virtualisation experience is desirable PowerShell scripting or automation experience is desirable ITIL awareness or certification is desirable Backup and recovery technology experience is desirable Experience supporting modern workplace or cloud‑first environments is desirable 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 Technologies AWS Active Directory Azure Cloud Hardware Hyper‑V Support ITIL LAN Microsoft 365 PowerShell VMware Windows Office 365 More We are a growing and well‑established Managed Services Provider based in South Wales, offering a hybrid working arrangement in the Caerphilly area. We provide an excellent benefits package, training, and career development opportunities. This is a collaborative role within our expanding technical services team, supporting a range of public and private sector customers in a Microsoft‑focused environment with strong exposure to Microsoft 365, Intune, Entra ID, Azure‑based technologies, endpoint management, infrastructure support, and modern workplace solutions.

The role includes participation in a paid on‑call rota. #J-18808-Ljbffr