2nd Line Engineer – Weekend Shift (Fri-Monday)

Focus Group

2nd Line Support Engineer providing technical expertise on escalated incidents at Focus Group. Working closely with customer teams and resolving complex technical issues in Birmingham.

Posted 7/7/2026full-timeBirmingham • 🇬🇧 United KingdomMid-LevelSenior💰 £28,000 - £31,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting and resolving escalated support cases across Microsoft 365, Windows, and networking environments, while maintaining strong communication with both technical and non-technical stakeholders.

Highest-signal resume keywords

Windows Desktop SupportMicrosoft 365 TroubleshootingActive Directory ManagementStrong Troubleshooting SkillsExcellent Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Windows Desktop Operating SystemsOutlook TroubleshootingExchange SupportActive DirectoryGroup PolicyDNSNetworkingBackup SolutionsVirtualisationFirewalls

Soft Skills

Strong Relationship BuildingIndependent WorkManaging Multiple Priorities

Tools & Technologies

Cisco TechnologiesFortinet TechnologiesMac OSLinuxVeeamVoIPSQL

Industry Keywords

Root Cause AnalysisProblem ManagementContinuous Service ImprovementTechnical DocumentationService Level Agreements

Tech Stack

Tools & technologies

DNSFirewallsLinuxSQLVoIP

About the role

Key responsibilities & impact

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 achieved.

Requirements

What you’ll need

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.
Confident working independently and managing multiple priorities.
Excellent communication skills with the ability to build strong relationships with both 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

This is an excellent opportunity for a technically capable engineer who enjoys solving complex problems, collaborating with other IT professionals and taking ownership of challenging escalations within a growing and ambitious technology business.
Join Focus Group and be part of a team that values expertise, collaboration and delivering exceptional outcomes for our customers.