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Swiftcomm
2nd Line Support EngineerSwiftcomm • Peterborough, England, United Kingdom
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Swiftcomm

2nd Line Support Engineer

Swiftcomm
  • GB
    Peterborough, England, United Kingdom
  • GB
    Peterborough, England, United Kingdom
Jetzt Bewerben

Über

*2nd Line IT Support Engineer*
*Company:* Swiftcomm *Location:* Office-based *Salary:* £32,000 per annum *Hours:* Full-time, permanent
*About Swiftcomm*
Swiftcomm is a trusted UK Managed Service Provider, delivering modern IT solutions that keep businesses secure, productive, and ahead of the curve. From Microsoft 365 and Azure to networking, cyber security, and end-user support, IT sits at the heart of what we do. As we continue to grow, we're looking for a talented 2nd Line IT Support Engineer to join our friendly, fast-paced support team.
*The Role*
As a 2nd Line IT Support Engineer, you'll be the go-to escalation point for complex technical issues across our diverse customer base. You'll work closely with our 1st line team to investigate, diagnose, and resolve tickets spanning Microsoft 365, Azure, and networking — taking ownership of problems from first touch through to resolution.
This is a hands-on, customer-facing role for someone who genuinely enjoys solving problems, building rapport with end users, and growing their skills across a broad and modern tech stack.
*What You'll Be Doing*
* Acting as the second line of escalation for support tickets, taking ownership from 1st line and seeing issues through to resolution
* Administering and troubleshooting Microsoft 365 and Azure environments, including Entra ID, Exchange Online, Teams, SharePoint, and Intune
* Diagnosing and resolving network issues across firewalls, switches, VLANs, Wi-Fi, and VPNs
* Onboarding new users, managing accounts and permissions, and supporting endpoint deployments
* Documenting solutions, updating knowledge base articles, and sharing learnings with the wider team
* Liaising with customers in a clear, professional, and empathetic manner — keeping them informed at every stage
* Identifying opportunities to improve processes, automate repetitive tasks, and prevent recurring issues
* Escalating to 3rd line and project teams when appropriate, with thorough handover notes
*What We're Looking For*
*Essential*
* Minimum *3 years' prior MSP experience* in a 2nd line IT support role
* Proven experience supporting multiple customers in a fast-paced, ticket-driven environment
* Strong working knowledge of Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive)
* Hands-on experience with Azure / Entra ID — user management, conditional access, MFA
* Solid networking fundamentals — TCP/IP, DNS, DHCP, VLANs, firewalls, and VPNs
* Excellent troubleshooting skills with a methodical, ticket-driven approach
* Clear written and verbal communication — comfortable speaking with non-technical users
* A full UK driving licence (occasional customer site visits may be required)
*Desirable*
* Microsoft certifications *AZ-104* (Azure Administrator) and *MD-102* (Endpoint Administrator) — highly desirable but not required
* Experience with Intune and modern device management
* ITIL awareness and familiarity with service management best practice
*What You'll Get*
* £32,000 per annum
* 28 days annual leave + bank holidays
* Private healthcare
* Private dental cover
* Company pension scheme
* Ongoing funded training, certifications, and clear progression paths
* A modern office environment with great kit and a supportive team culture
* Regular team socials and company events
* The chance to work with cutting-edge tech across cloud and networking
*Sound Like You?*
If you're ready to take the next step in your IT career and join a team that invests in its people, we'd love to hear from you.
Pay: £32,000.00 per year
Benefits:
* Casual dress
* Company events
* Company pension
* Employee discount
* Enhanced maternity leave
* Enhanced paternity leave
* Free parking
* On-site parking
* Private medical insurance
* Sick pay
Work Location: In person
  • Peterborough, England, United Kingdom

Sprachkenntnisse

  • English
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