2nd Line Support Engineer - Systems Integrator

Keen to join a company that champions growth and development?

Join the UK’s most accredited, pureplay Microsoft technology partner delivering cloud architecture, managed services, and enterprise digital transformation. Covering the full Microsoft solution stack spanning Azure, Data & AI, cybersecurity, business applications, and modern work platforms, the organization empowers private and public sector clients to build, manage, and optimize secure cloud environments.

The business is seeking a 2nd Line Support Engineer to join its operations team on a hybrid basis in Newcastle upon Tyne, working a 4-on, 4-off night shift pattern. In this role, the successful candidate will own, troubleshoot, and resolve complex technical support tickets within strict customer SLAs, working across Microsoft Cloud platforms while receiving dedicated support to earn advanced industry certifications.

Ready to take your expertise to the next level? Get in touch today!

Responsibilities:

• Act as a key point of contact for customers, providing a responsive, approachable and professional support experience.
• Take ownership of technical incidents and service requests, managing them through to resolution while keeping customers updated.
• Deliver 2nd Line technical support across Microsoft Cloud technologies, helping customers maintain and optimise their IT environments.
• Work closely with internal teams, Microsoft and third-party suppliers to investigate and resolve more complex technical issues.
• Identify areas where customer systems, processes and technology could be improved.
• Develop your technical capabilities through ongoing learning, industry certifications and knowledge sharing with colleagues.
• Provide support remotely and, when required, attend customer sites or participate in an on-call rota.
• Maintain high standards of service delivery, working in line with agreed SLAs and internal quality expectations.

Skills/Must Have:

• Previous experience working within a 2nd Line IT Support or Service Desk environment, with a strong focus on customer service.
• Excellent communication and interpersonal skills, with the ability to build relationships and explain technical information clearly.
• Practical experience supporting Microsoft 365 technologies, alongside an interest in developing knowledge across Microsoft Cloud solutions.
• A proactive and organised approach, with strong attention to detail and the ability to manage competing priorities.
• Strong troubleshooting and problem-solving abilities, with a logical approach to identifying and resolving technical issues.
• A collaborative mindset, with a willingness to share knowledge, support colleagues and contribute to the wider team.
• A genuine commitment to learning and professional development.
• Microsoft certifications, particularly M365 Administrator and/or Azure Administrator, would be advantageous.
• Previous experience using Autotask would also be beneficial.

Benefits:

• Alongside a competitive salary, the successful candidate will have access to a range of benefits, including:
• Recognition as a 3-star World Class Best Company.
• 25 days annual holiday.
• 24/7 access to a GP service.
• Immediate access to a 24/7 Employee Assistance Programme.
• Company sick pay scheme.
• Life assurance at four times your base salary.
• Private health insurance following successful completion of one year's service.
• Enhanced parental pay and leave.
• Access to the Perkbox platform, helping you make your money go further.
• Cycle to Work scheme.
• Electric car scheme.
• Additional employee benefits and wellbeing initiatives.

Diversity and Inclusion:

• Committed to creating an inclusive workplace where everyone feels valued, supported and able to reach their full potential
• Belief that talent comes in many different forms, with equal opportunities actively promoted throughout the recruitment process and across the wider business
• Recognition of the importance of diversity, and understanding that different perspectives and experiences make teams stronger
• A proactive approach to employee wellbeing, with a commitment to ensuring all colleagues feel supported throughout their careers

Salary:

• Competitive and negotiable depending on experience