The Role: We are seeking a skilled and proactive Second Line IT Support Engineer to join the team. You will be responsible for delivering exceptional IT support to colleagues. This is a dynamic role that requires excellent problem-solving abilities, technical expertise, and a strong customer-focused approach. You will manage escalated support cases, ensure timely updates and resolutions, and maintain system infrastructure to keep operations running smoothly. This is an exciting opportunity to make a real impact and collaborate with a team of engineers, consultants, and external partners to enhance IT performance across the business. Key Responsibilities: Provide second-line support, managing escalated cases from first-line service desk or the IT Support Team Manager. Administer and maintain key system infrastructure such as Active Directory, Azure AD, LAN, internet access, firewalls, and Exchange/Office 365. Proactively manage system patching, firmware updates, security management, and documentation. Troubleshoot and resolve complex issues, including server and network performance monitoring. Assist with planning and recommending IT enhancements to meet current and future business needs. Setup new desktop and laptop devices, including implementation tasks (either remotely or in the office). Manage relationships with third parties and suppliers. Ensure operational documentation is kept up to date. Participate in external site visits for issue resolution and proactive maintenance. Occasionally, provide out-of-hours support and be available for on-call duties. Key Skills and Experience: In-depth knowledge of Microsoft Windows Server operating systems. Strong experience with Microsoft Office 365 and troubleshooting networking protocols (TCP/IP, DNS, DHCP, routing, vLANs). Experience with backup and disaster recovery services (Azure). Familiarity with managing switches, routers, and Mitel phone systems. Working knowledge of Windows Script Host, VBScript, and PowerShell. Solid understanding of security best practices and implementation. MCSA/MCITP: Server Administrator or equivalent IT qualifications (desirable). 3 years of experience in technical support or a similar helpdesk role. Person Specification: Strong communication skills with the ability to explain technical issues clearly. Excellent problem-solving and troubleshooting abilities. Ability to work well under pressure and in a team environment with changing demands. Self-motivated with strong time management and organizational skills. A commitment to continuous professional development and keeping up with emerging technologies. A proactive and "colleague-first" approach to IT support. Benefits: Salary as advertised Annual and Quarterly Bonus scheme Hybrid working - after completed probation Life assurance (7 x salary) Private Healthcare 20 days annual leave plus Christmas closedown - rising to 25 after 1 year of service Internal Development plan Internal Wellness programme