2nd Line Support Engineer – Permanent

Focus Group

2nd Line Support Engineer providing technical expertise on escalated incidents in Microsoft 365 and other technologies. Join Focus Group to deliver exceptional IT services and support to customers.

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 issues within Microsoft 365, Windows, and Active Directory environments, while effectively collaborating with IT teams and maintaining service levels. Strong focus on problem management, root cause analysis, and continuous service improvement.

Highest-signal resume keywords

Windows Desktop SupportMicrosoft 365 TroubleshootingActive Directory ManagementRemote Diagnostic SkillsCisco Technologies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingRoot Cause AnalysisProblem ManagementService ImprovementGroup PolicyDNSNetworkingBackup SolutionsVirtualisationSQL

Soft Skills

Excellent CommunicationCollaborative Problem SolvingAbility to Manage Multiple Priorities

Tools & Technologies

Microsoft 365OutlookExchangeCiscoFortinetMac OSLinuxVeeamVoIPFirewalls

Industry Keywords

Escalated Support CasesTechnical HandoverCase RecordsService LevelsInfrastructure Environments

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 met.

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.
- Ability to manage multiple priorities and work effectively in a fast-paced environment.
- Excellent communication skills and a collaborative approach to problem solving.
- 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, working with other IT professionals and taking ownership of challenging escalations within a supportive and growing technology business.
**Apply today to join Focus Group and help deliver exceptional IT services to our customers.**