2nd / 3rd Line Support Engineer (Remote)

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2nd / 3rd Line Support Engineer (Remote)

IT

Overview
You’ll be the person the team leans on. When a ticket needs more than a standard fix, you pick it up, read the situation, and work out the right path forward. You’ll flex across Microsoft 365, networking, server administration, and endpoint management, and your judgement on what’s actually going on is what makes the difference.
 
This is an MSP. No two days look the same. Some days you’ll be evaluating whether a proposed Conditional Access policy is fit for purpose at a law firm. Other days you’ll be piecing together a complex DNS issue across a multi-site accountancy practice, spotting the pattern everyone else has missed. You adapt to what’s needed, apply good judgement, and see it through to a standard the next engineer can follow.
You’ll also be the person our Level 1 engineers come to when they’re stuck. Not to hand them an answer, but to help them think it through. If you naturally spot where someone’s going wrong and know how to steer them back on track without making them feel two inches tall, you’ll love this part of the role.
 
What You’ll Be Responsible For
    • Owning and resolving escalated tickets end-to-end across Microsoft 365, networking, server administration, and endpoint management. You investigate, fix, document, and close.
    • Acting as the escalation point for Level 1 engineers. Helping them think through problems, giving honest feedback, and raising the standard across the team.
    • Evaluating and implementing changes with a risk-managed approach. Conditional Access policies, Intune deployments, infrastructure changes. You validate before you commit and think through the knock-on effects.
    • Diagnosing complex, cross-service issues. DNS, authentication, connectivity, and security incidents that span multiple systems and need someone who can spot the pattern.
    • Keeping documentation and processes in better shape than you found them. If you fix something, the next engineer should be able to see exactly what happened and why.
    • Managing your own workload across multiple clients and priorities without being chased.
 
Who We’re Looking For
    • You walk into a situation and quickly get a sense of what’s really going on. Not just the surface symptom, but the underlying issue. You connect dots that others miss, and you’ve got a natural instinct for whether an approach is going to work before you commit to it. People come to you for your opinion because you give them a straight answer, and it’s usually right.
    • You also genuinely enjoy helping. When a colleague’s stuck, your first instinct is to jump in and work through it with them. You flex to whatever the situation needs, you communicate clearly, and you don’t need someone hovering to manage your workload.
    • When it comes to making changes, you’ve got a feel for what’s going to work and what isn’t, and you trust that instinct enough to slow things down when something doesn’t sit right. You validate before you implement, you think through the knock-on effects, and you’re security-conscious by default.
    • One more thing, and it’s non-negotiable: you know what you know, and you’re honest about what you don’t. We’ve been burned by confident people who got in over their heads and caused major impact because they didn’t stop and ask. We’d far rather you escalated than ploughed ahead and broke something. That’s Integrity & Transparency in action, and it’s one of our core values for a reason.
You’ll Need
    • 3+ years’ experience in a 2nd line role within an MSP environment
    • CompTIA Network+ or Security+
    • Microsoft certifications: MS-102, MD-102, SC-300, SC-401/SC-400, SC-900, AZ-140, AZ-120, or MS-700
    • Experience with 3CX, Halo PSA, IT Glue, Ninja RMM, UniFi, or CIPP
    • Proven experience as an escalation point and mentoring Level 1 engineers
    • Confident, end-to-end experience across Microsoft 365 (Entra ID, Intune, Exchange Online, SharePoint, Defender, Conditional Access)
    • Strong networking fundamentals: DNS, DHCP, TCP/IP, routing, firewall considerations, and cloud/hybrid connectivity troubleshooting
    • Windows Server administration: AD, Group Policy, file/print services, replication, and performance troubleshooting
    • Endpoint troubleshooting across Windows and macOS, including Intune-managed devices, authentication issues, Defender, and root-cause analysis
    • Clear written and verbal communication, tailored to non-technical audiences
    • Strong organisational skills with the ability to prioritise competing workloads independently
 
What You’ll Get
    • Competitive salary and investment in your certifications and training. We’ll back you to keep developing.
    • Genuine variety. You’ll work across the full Microsoft cloud stack with clients in legal, finance, healthcare, and accountancy. No two days look the same.
    • A say that matters. Your judgement on whether something will work is valued here, and people will seek it out.
    • A clear structure. We run on EOS with weekly check-ins, defined goals. You’ll know what you’re working towards.  
    • A team you’ll actually want to work with. Small, Leeds-based, award-winning, and building something worth being part of.