Abrar Admin

Northern Marine Group

<div><p>The 2nd Line Support Engineer is responsible for providing advanced technical support across the organisation's IT estate, with a strong focus on incident escalations, cloud‑based platforms, and service continuity.</p>
<p>
This role acts as a technical bridge between 1st Line Service Desk and 3rd Line / specialist teams, ensuring efficient escalation, clear communication, and timely resolution of complex issues. The engineer will also contribute to service improvement, documentation, and root cause analysis.</p>
<h4 class="jobSectionHeader"><b>Key Responsibilities</b></h4>
<ul><li><b>Incident &amp; Escalation Management</b>
<ul><li>Act as the primary point of escalation from 1st Line Support for incidents that require deeper technical investigation.</li>
<li>Diagnose and resolve complex issues across infrastructure, cloud services, and end‑user systems within agreed SLAs.</li>
<li>Escalate unresolved or high‑impact incidents to 3rd Line / external vendors, ensuring full technical context and clear handover.</li>
<li>Take ownership of incidents through to resolution, maintaining accountability and customer communication throughout.</li>
</ul>
</li></ul><p></p><ul><li><b>Cloud &amp; Modern Workplace Technologies</b>
<ul><li>Provide 2nd line support for cloud‑based services, including (but not limited to):</li>
<li>Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams)</li>
<li>Azure AD / Entra ID (identity, access, conditional access)</li>
<li>Azure IaaS / PaaS components where applicable</li>
<li>Support hybrid environments integrating on‑premise and cloud services.</li>
<li>Assist with cloud service monitoring, service health reviews, and incident trend analysis.</li>
</ul>
</li></ul><p></p><ul><li><b>Liaison &amp; Collaboration</b>
<ul><li>Work closely with 1st Line Support to:</li>
<li>Improve first‑time fix rates</li>
<li>Provide coaching and technical guidance</li>
<li>Identify training and knowledge gaps</li>
<li>Collaborate with 3rd Line Engineers, Architects, and Vendors to resolve complex or systemic issues.</li>
<li>Act as a technical point of contact during major incidents, changes, and service outages.</li>
</ul>
</li></ul><p></p><ul><li><b>Problem Management &amp; Service Improvement</b>
<ul><li>Perform root cause analysis (RCA) on recurring incidents and contribute to problem records.</li>
<li>Identify opportunities to improve system stability, monitoring, and support processes.</li>
<li>Create and maintain technical documentation, knowledge base articles, and escalation runbooks.</li>
<li>Contribute to change assessments and support post‑implementation reviews.</li>
</ul>
</li></ul><p></p><ul><li><b>Security, Compliance &amp; Best Practice</b>
<ul><li>Support security controls, patching, and vulnerability remediation activities.</li>
<li>Ensure incidents and requests are handled in line with internal policies, security standards, and compliance requirements.</li>
<li>Promote ITIL‑aligned service management best practices.</li>
</ul></li></ul><h4 class="jobSectionHeader"><b>Candidate Criteria</b></h4>
<ul><li>HNC/HND or equivalent experience</li>
<li>Previous experience in an IT related procurement / administration</li>
<li>IP Networking and Hardware support</li>
<li>Desktop &amp; Printer Hardware support</li>
<li>Windows 11 support</li>
<li>Windows Server Administration</li>
<li>Active Directory Administration</li>
<li>MDM Administration - InTune</li>
<li>Office 365 Administration</li>
<li>Azure Administration</li>
<li>Desktop &amp; Printer Hardware support</li>
<li>Remote access experience and remote support</li>
<li>M365 Support in specific areas, i.e. SharePoint and Teams</li>
<li>Technical Documentation</li>
<li>Excellent organisation skills</li>
<li>Excellent communication skills</li></ul></div>

2nd Line Support Engineer

Join Northern Marine Group and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Northern Marine Group

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2nd Line Support Engineer