Job Overview:

We are seeking an experienced and customer-focused 2nd Line Technical Support Engineer to provide advanced technical support to business clients across a variety of IT environments. This role is responsible for diagnosing and resolving escalated technical issues involving Microsoft 365, VMware infrastructure, hosted environments, Windows Server systems, networking technologies, and cloud platforms.

The ideal candidate is a proactive problem solver with strong technical expertise, excellent communication skills, and a passion for delivering exceptional customer service in a fast-paced managed services environment.

Schedule:

• Monday - Friday, 9:00 AM - 5:00 PM UK Timezone

Responsibilities:

Technical Support & Troubleshooting

• Provide 2nd Line technical support for escalated incidents and service requests from the 1st Line Support team.
• Investigate, troubleshoot, and resolve complex technical issues across infrastructure, cloud, server, network, and application environments.
• Deliver timely and effective resolution of customer support tickets while maintaining high service standards.
• Escalate unresolved issues appropriately while maintaining ownership and communication throughout the resolution process.

Microsoft 365 Administration

• Administer and support Microsoft 365 environments, including:
  Exchange Online
  Microsoft Teams
  SharePoint Online
  Microsoft Entra ID (Azure AD)
  Microsoft Intune
• Perform user management, permissions administration, security configuration, and troubleshooting.
• Utilize PowerShell for administration, automation, and issue resolution.

VMware & Infrastructure Support

• Support and maintain VMware environments including:
  VMware vSphere
  VMware ESXi
  VMware vCenter
• Monitor system performance and ensure infrastructure reliability and availability.
• Assist with infrastructure maintenance, upgrades, and optimization.

Hosting & Cloud Services

• Manage and support hosted infrastructure including:
  Cloud Servers
  Virtual Private Servers (VPS)
  Dedicated Servers
  Web Hosting Platforms
• Support Linux and Windows hosting environments.
• Administer hosting control panels such as cPanel and Plesk.

Server & Network Administration

• Perform administration and maintenance of Windows Server environments (2016, 2019, and 2022).
• Implement server updates, patch management, and security best practices.
• Troubleshoot networking issues involving:
  TCP/IP
  DNS
  DHCP
  VPNs
  Firewalls
• Diagnose and resolve server, application, and connectivity issues.

Security, Backup & Email Management

• Manage email security systems, spam filtering solutions, and backup platforms.
• Support data protection, disaster recovery, and business continuity initiatives.
• Assist with maintaining secure IT environments and compliance requirements.

Cloud Migration & Documentation

• Assist with Microsoft 365 and cloud platform migration projects.
• Create and maintain technical documentation, procedures, and knowledge base articles.
• Document troubleshooting processes, resolutions, and system configurations.

Collaboration & On-Call Support

• Work closely with internal technical teams, vendors, and third-party suppliers.
• Participate in an on-call support rota, including occasional evenings and weekends.
• Contribute to continuous improvement initiatives and technical process enhancements.

Requirements:

Technical Requirements

• Minimum 2–3 years of experience in a 2nd Line Technical Support Engineer, Technical Support Analyst, Systems Administrator, or similar role.
• Strong Microsoft 365 administration experience.
• Hands-on experience with:
  Exchange Online
  Microsoft Teams
  SharePoint Online
  Entra ID (Azure AD)
  Microsoft Intune
  Microsoft 365 Admin Center
  PowerShell
• Solid experience supporting VMware environments including vSphere, ESXi, and vCenter.
• Experience managing hosted infrastructure and web hosting platforms.
• Strong knowledge of:
  Windows Server 2016/2019/2022
  Active Directory
  Group Policy
  DNS
  DHCP
  TCP/IP
  VPN technologies
  Firewall management
• Familiarity with hosting technologies including:
  cPanel
  Plesk
  Linux Hosting
  Windows Hosting
• Experience supporting backup, disaster recovery, and email security solutions.

Soft Skills

• Excellent analytical and troubleshooting abilities.
• Strong customer service and client-facing communication skills.
• Ability to explain technical concepts to non-technical users.
• Strong organizational and time management skills.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Team-oriented mindset with the ability to work independently when required.

Preferred Qualifications:

• Microsoft certifications (Microsoft 365, Azure, Modern Workplace, or related).
• VMware certifications (VCP or equivalent).
• Experience working within a Managed Service Provider (MSP) environment.
• Exposure to cloud platforms such as Microsoft Azure.
• Experience with automation and scripting using PowerShell.

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note:

• Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. We will set your hourly pay rate based on your performance in the application process. Submissions that meet all requirements will receive priority review.