2nd Line Engineer – Weekend Shift

Focus Group

2nd Line Engineer resolving escalated Microsoft 365, Windows and networking issues for Focus Group’s business technology customers. Managing incidents from diagnosis through resolution on a weekend shift.

Posted 9/8/2026full-timeBirmingham • 🇬🇧 United KingdomMid-LevelSenior💰 £28,000 - £35,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting and resolving escalated support cases, particularly with Microsoft 365, Windows, and Active Directory. Proven ability to collaborate with IT teams and maintain service levels while managing multiple priorities.

Highest-signal resume keywords

2ND Line Support EngineeringWindows Desktop SupportMicrosoft 365 TroubleshootingActive Directory ManagementStrong Troubleshooting Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingRemote DiagnosticsRoot Cause AnalysisProblem ManagementService Improvement

Soft Skills

Excellent CommunicationRelationship BuildingAbility to Work IndependentlyManaging Multiple Priorities

Tools & Technologies

Microsoft 365WindowsActive DirectoryCisco TechnologiesFortinet TechnologiesMac OSLinuxVeeamVoIPSQL

Industry Keywords

NetworkingInfrastructureGroup PolicyDNSBackup SolutionsVirtualisationFirewallsRouters

Tech Stack

Tools & technologies

DNSFirewallsLinuxSQLVoIP

About the role

Key responsibilities & impact

Own and manage escalated support cases through to resolution
Troubleshoot Microsoft 365, Windows, Active Directory, networking and infrastructure issues
Work closely with customer IT teams, Field Engineers, 3rd Line Support and external suppliers
Escalate cases appropriately with 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 achieved
Work Friday through Monday on a shift pattern between 7am and 7pm

Requirements

What you’ll need

Experienced 2nd Line Support Engineer
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 work independently and manage multiple priorities
Excellent communication skills and ability to build relationships with technical and non-technical stakeholders
Experience with Cisco or Fortinet technologies, Mac OS, Linux, Veeam, VoIP, SQL or wider networking technologies would be advantageous

Benefits

Comp & perks

Opportunity to join a growing and ambitious technology business
Collaborative team environment
Work alongside customer IT teams, Focus Group engineers and third-party suppliers