2nd Line Support Engineer- Permanent

At Focus Group, we're proud to be one of the UK's leading providers of IT, telecoms, connectivity and cybersecurity solutions. We support thousands of businesses across the country, combining technical expertise with a customer-first approach to deliver outstanding service and innovative technology solutions. We're looking for an experienced 2nd Line Support Engineer to join a dedicated customer support team, providing technical expertise on escalated incidents and service requests across Microsoft 365, Windows Server, desktop, networking and wireless technologies. This is not a traditional service desk role. You'll work alongside customer IT teams, Focus Group engineers and third-party suppliers to investigate and resolve complex technical issues, taking ownership from initial diagnosis through to resolution.

Responsibilities

Own and manage escalated support cases through to resolution; Troubleshoot issues across Microsoft 365, Windows, Active Directory, networking and infrastructure environments; Work closely with customer IT teams, Field Engineers, 3rd Line Support and external suppliers; Escalate cases appropriately, providing clear technical handovers and documentation; Contribute to root cause analysis, problem management and continuous service improvement; Maintain accurate case records and ensure service levels are met

Requirements

Strong experience supporting Windows Desktop operating systems; Experience troubleshooting Outlook, Exchange and Microsoft 365; Working knowledge of Active Directory, Group Policy, DNS, networking, backup solutions, virtualisation, firewalls and routers; Strong troubleshooting and remote diagnostic skills; Ability to manage multiple priorities and work effectively in a fast-paced environment; Excellent communication skills and a collaborative approach to problem solving

Nice to have

Experience with Cisco or Fortinet technologies; Mac OS; Linux; Veeam; VoIP; SQL; wider networking technologies