Customer Support Engineer (2nd Line)

As a Customer Support Engineer (2nd Line), you'll act as the main escalation point for incidents and service requests that cannot be resolved by 1st Line support. Working within our Managed Services team, you'll take ownership of complex technical issues through to resolution, identify root causes, and collaborate with 3rd Line engineers, Platform Engineering teams, and technology vendors to ensure excellent customer outcomes.

This role is ideal for someone with previous 2nd Line, Service Desk, MSP, or Infrastructure Support experience who enjoys troubleshooting across Microsoft technologies and delivering exceptional customer service.

Working closely with colleagues, customers, and partners, you'll:

• Own escalated incidents and service requests through to resolution within agreed SLAs
• Troubleshoot issues across Azure, Microsoft 365, Windows, networking, security, hardware and software platforms
• Escalate complex issues to 3rd Line support or vendors with complete diagnostic information
• Manage vendor support cases through to successful resolution
• Support major incidents, security incidents, and post-incident reviews
• Perform maintenance activities including patching, backup restores, and controlled changes
• Identify recurring issues and contribute to root cause analysis and problem management
• Create and maintain knowledge articles, technical documentation, and operational runbooks
• Coach and support 1st Line engineers by sharing knowledge and repeatable solutions
• Maintain accurate configuration and asset records
• Assist with customer onboarding and service improvement initiatives

This is an excellent opportunity for someone looking to develop their technical expertise across Microsoft cloud, infrastructure, networking, and end-user technologies while working in a customer-focused Managed Services environment.

Essential

• Proven experience in an IT support role, ideally within a Managed Service Provider (MSP)
• Experience working in an ITIL-based service environment and following change management processes
• Strong troubleshooting skills across Microsoft Azure, Microsoft 365, Windows, networking, hardware and software
• Experience using ticketing, monitoring and remote support tools
• Excellent communication and customer service skills
• Able to manage multiple priorities and work effectively within SLA-driven environments
• Commitment to achieving the required Microsoft certification relevant to your support pod

Desirable

• ITIL 4 Foundation certification
• Experience supporting Azure and Microsoft 365 environments
• Exposure to Entra ID, Conditional Access, Intune, Defender, Azure Virtual Desktop, or Exchange Online
• PowerShell scripting and automation experience
• Previous experience within a Managed Services environment
• Microsoft certifications such as AZ-104, MD-102, MS-700, SC-200, or related technologies

Don't tick every box? We'd still love to hear from you. We're looking for customer-focused technical professionals with strong troubleshooting skills, a proactive mindset, and a passion for continuous learning. If you're eager to develop your technical expertise and build a successful career within Managed Services, we encourage you to apply.

• Remote role with occasional travel to our London and Swindon offices required
• 34 days annual leave including bank holidays and your birthday off.
• 4x salary life assurance for added peace of mind.
• Enhanced family leave, including 26 weeks' full pay for maternity and adoption leave, and 3 weeks' full pay for paternity leave.
• Company pension scheme with employer contributions.
• 12 dedicated training days per year, plus full access to LinkedIn Learning to support your professional development.
• Flexible benefits platform offering Cycle to Work, Tech Scheme, gym membership discounts, retail savings, and more.
• Tax-efficient salary sacrifice electric vehicle scheme, making it easier and more affordable to drive a new EV.
• Health and wellbeing support, including healthcare cash plans and optional critical illness cover.
• Employee Assistance Programme (EAP) providing confidential support and counselling whenever you need it.
• A supportive, collaborative culture with genuine opportunities to learn, develop and progress your career.

Atech part of the Iomart Group is a highly accredited Microsoft Partner who delivers transformed technology with managed services. Our team of certified Microsoft experts align with your team to deliver an excellent service tailored to your individual needs, 24/7/365.

• Our services support 25,000 users globally and proactively monitor 45,000+ devices in key areas:
• Azure Infrastructure Managed Service
• Modern Workplace: Office 365, Microsoft 365, and Azure Virtual Desktop
• Managed Security and SOC with Microsoft Defender, Sentinel

Please click apply if you like the sound of this. If you do not have an up to date CV or want to have a chat about the role first, please contact us on careers@iomart.com

We’re an equal opportunities employer and want our vacancies to be available to all, so if you need us to make any reasonable adjustments during the process then just let us know.