IT Support Engineer (2nd / 3rd Line) – London
Smart Managed Solutions
Smart Managed Solutions is looking for an experienced IT Support Engineer (2nd/3rd Line) to join our IT team. This is an excellent opportunity for a hands‑on technical professional who enjoys working across modern Microsoft technologies in a collaborative, fast‑paced environment.
You will be a key technical resource within a small IT team, taking ownership of complex support issues, contributing to continuous improvement, and ensuring the reliability and security of IT services across the business.
The Role
As an IT Support Engineer, you will provide 2nd and 3rd line support across infrastructure, cloud and end‑user environments, acting as a primary escalation point for technical issues. You will work closely with the IT Technical Lead, support ongoing projects and play an important role in maintaining service continuity and security.
This role offers broad exposure to Microsoft cloud technologies, Azure, endpoint management and security.
Key Responsibilities
- Provide 2nd and 3rd line IT support across cloud, infrastructure and end‑user services
- Act as a primary escalation point for complex technical issues
- Support user onboarding and offboarding, including laptop builds, device configuration (Windows and Mac) and mobile devices
- Troubleshoot and support Microsoft 365 (Exchange, Teams, SharePoint)
- Troubleshoot and support Entra ID (Azure AD), Conditional Access and identity management
- Troubleshoot and support Intune and endpoint management
- Troubleshoot and support Windows desktop and server environments
- Support and maintain Azure and cloud‑based services
- Assist with security configuration and monitoring, including Microsoft Defender, identity protection, endpoint security and patching
- Perform root cause analysis and implement long‑term technical fixes
- Support compliance with security and governance frameworks such as ISO 27001 and Cyber Essentials
- Contribute to IT projects, system upgrades and deployments
- Create and maintain technical documentation and knowledge base articles
- Work closely with the IT Technical Lead and provide cover when required
- Liaise with third‑party vendors and service providers
Skills & Experience
Essential
- Proven experience in an IT support role covering 2nd and 3rd line responsibilities
- Strong experience with Microsoft 365
- Strong experience with Entra ID / Active Directory
- Strong experience with Intune / endpoint management
- Strong experience with Azure (administration, networking and identity)
- Solid understanding of networking fundamentals (DNS, DHCP, VPNs, firewalls)
- Experience supporting Windows server and desktop environments
- Knowledge of Microsoft security tools and best practices
- Strong troubleshooting skills across multiple systems
- Experience working within a small to mid‑sized IT team
Desirable
- PowerShell scripting or automation experience
- Backup and disaster recovery exposure (e.g. Veeam)
- Experience with Dynamics 365 or other business systems
- Familiarity with ITIL‑aligned processes
About You
- Proactive and hands‑on, with strong ownership of technical issues
- Able to work independently and manage priorities effectively
- Flexible and adaptable within a small‑team environment
- Strong communication skills, able to support both technical and non‑technical users
- Collaborative and team‑focused, with a willingness to share knowledge
Why Join Smart Managed Solutions?
You’ll be joining a supportive and technically engaged team where your expertise will be valued and your ideas encouraged. This role offers the opportunity to work with modern technologies, contribute to meaningful projects and develop your skills within a growing organisation.
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