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2nd Line Support Engineer

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.

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.

Key Responsibilities

Incident & Escalation Management
- Act as the primary point of escalation from 1st Line Support for incidents that require deeper technical investigation.
- Diagnose and resolve complex issues across infrastructure, cloud services, and end‑user systems within agreed SLAs.
- Escalate unresolved or high‑impact incidents to 3rd Line / external vendors, ensuring full technical context and clear handover.
- Take ownership of incidents through to resolution, maintaining accountability and customer communication throughout.

Cloud & Modern Workplace Technologies
- Provide 2nd line support for cloud‑based services, including (but not limited to):
- Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams)
- Azure AD / Entra ID (identity, access, conditional access)
- Azure IaaS / PaaS components where applicable
- Support hybrid environments integrating on‑premise and cloud services.
- Assist with cloud service monitoring, service health reviews, and incident trend analysis.

Liaison & Collaboration
- Work closely with 1st Line Support to:
- Improve first‑time fix rates
- Provide coaching and technical guidance
- Identify training and knowledge gaps
- Collaborate with 3rd Line Engineers, Architects, and Vendors to resolve complex or systemic issues.
- Act as a technical point of contact during major incidents, changes, and service outages.

Problem Management & Service Improvement
- Perform root cause analysis (RCA) on recurring incidents and contribute to problem records.
- Identify opportunities to improve system stability, monitoring, and support processes.
- Create and maintain technical documentation, knowledge base articles, and escalation runbooks.
- Contribute to change assessments and support post‑implementation reviews.

Security, Compliance & Best Practice
- Support security controls, patching, and vulnerability remediation activities.
- Ensure incidents and requests are handled in line with internal policies, security standards, and compliance requirements.
- Promote ITIL‑aligned service management best practices.