2nd/3rd Line Support Engineer

Profectus Recruitment are working with a growing Managed Service Provider who are looking to appoint an experienced 2nd / 3rd Line Support Engineer to join their technical team.

This is a hands-on role for an experienced IT engineer who enjoys solving complex technical issues across a broad range of client environments, acting as a senior escalation point and supporting infrastructure changes and projects.

The Role

• Act as escalation point for complex technical issues

• Troubleshoot and resolve incidents across server, network, cloud and end-user environments

• Own high-priority tickets through to resolution

• Support infrastructure changes, upgrades and project delivery

• Carry out root cause analysis and implement permanent fixes

• Provide onsite support when required

• Work closely with internal teams and client stakeholders

• Maintain accurate documentation and service records

• Contribute to service improvement initiatives

Technical Environment

• Microsoft 365, Azure and identity platforms

• Windows Server and virtualised environments

• Networking, switching and firewall technologies

• Intune and endpoint management

• SharePoint and collaboration tools

• Backup, DR and security tooling

• PowerShell and automation

Requirements

• 5+ years’ experience in IT support, infrastructure or MSP environments

• Strong troubleshooting across Microsoft and business systems

• Experience with virtualised environments and networking concepts

• Working knowledge of Group Policy and Microsoft 365 (including Conditional Access)

• Experience with Intune and endpoint management

• Experience with firewalls, VLANs and backups

• Experience with SharePoint and email migrations

• PowerShell scripting or automation experience

• Strong communication skills and ability to manage priorities

• Full UK driving licence and access to a vehicle

Desirable

• MSP experience

• Microsoft / Azure certifications

• ITIL exposure

• Mac experience

What’s on Offer

• Broad exposure across multiple technologies and client environments

• Involvement in infrastructure projects and upgrades

• Training and certification support

• Structured working environment

• 25 days holiday plus bank holidays

Working Pattern

• Office-based in outskirts of Oxford, Monday to Friday

• Regular client site visits

• Standard hours with occasional earlier starts

• Flexibility required when needed

If you’re an experienced engineer looking for a varied MSP role with real technical depth, this could be a strong next step.