2nd Line Support Engineer
Location: Scotland
Contract Type: Permanent / Full Time
Closing Date: Nov 10th, 2026
Ref: 1743450
2nd Line IT Support Engineer
Edinburgh | Permanent | £32,000 - £36,000
We're currently recruiting for an experienced 2nd Line IT Support Engineer to join a well-established Managed Service Provider based in Edinburgh.
This is an excellent opportunity for a technically capable support professional who enjoys troubleshooting complex issues, working across a broad range of technologies, and supporting multiple client environments.
Working as part of a collaborative technical team, you'll take ownership of escalated support tickets, deliver exceptional customer service, and contribute to ongoing projects and infrastructure improvements.
Key Responsibilities
- Troubleshoot and resolve complex Microsoft 365, Windows, server, networking and endpoint support issues
- Administer Microsoft 365 services including Exchange Online, Teams, SharePoint and OneDrive
- Manage Active Directory and Microsoft Entra ID, including user administration, permissions, authentication and MFA
- Support Microsoft Intune and endpoint management solutions
- Diagnose networking issues including DNS, DHCP, TCP/IP, VPNs, VLANs, Wi-Fi, switching and firewalls
- Support Windows Server and hybrid cloud environments
- Investigate security, endpoint and access-related incidents
- Take ownership of escalated tickets from initial investigation through to resolution
- Communicate effectively with customers throughout the support process
- Assist with technical projects, system upgrades and infrastructure deployments
- Mentor and support junior members of the service desk team
Skills & Experience Required
- Previous experience in a 2nd Line IT Support position
- Strong Microsoft 365 administration skills
- Experience with Active Directory, Entra ID and Intune
- Knowledge of Windows 10/11 and Windows Server environments
- Strong understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPNs and firewalls
- Experience supporting hybrid and cloud-based environments
- Strong troubleshooting and problem-solving abilities
- Excellent communication and customer service skills
- Experience working within an MSP environment would be advantageous
Relevant Microsoft certifications are desirable, although practical commercial experience and a strong technical skillset are equally important.
What's on Offer
- Salary of £32,000 - £36,000 depending on experience
- 12 dedicated training days per year
- 6 charity days per year
- Ongoing professional development and certification support
- Private healthcare after six months
- Gym membership contribution
- Regular mentoring and career development reviews
- Exposure to a wide range of technologies, projects and client environments
- Clear opportunities for technical progression
Location: Edinburgh City Centre
Hours: Monday to Friday, 9:00am - 5:00pm
If you're an experienced IT Support Engineer looking to further develop your technical skills within a busy and varied environment, we'd like to hear from you.
