Senior IT Support Engineer (2nd Line / Microsoft 365 / MSP)

As a Senior IT Support Engineer, you will play a key role in delivering high-quality support to our clients, working across Microsoft 365 and core infrastructure technologies.
You will primarily focus on 2nd line support, in an MSP environment resolving escalated issues from the service desk, while also contributing to project delivery and technical improvements.
You’ll be supported in developing your skills further, with opportunities to progress into more advanced technologies and project work over time.

Core Technical Skills & Experience

Microsoft & End User Support

• Strong experience supporting:
  • Windows 10 / Windows 11
  • Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
• Experience working with Microsoft Entra ID (Azure AD)

Device Management (Modern Workplace)

• Experience supporting devices managed via Microsoft Intune
• Understanding of:
  • Device compliance policies
  • Configuration profiles
  • Application deployment
• Exposure to Windows Autopilot
• Supporting Azure AD Join / Hybrid AD environments

Infrastructure & Core Systems

• Experience supporting:
  • Windows Server environments
  • Active Directory (users, groups, permissions)
• Basic understanding of Group Policy
• Exposure to virtualisation platforms (Hyper-V, VMware or similar)

Backup, Security & Networking

• Experience supporting backup solutions (Veeam, Datto, Acronis)
• Good understanding of networking fundamentals (DNS, DHCP, LAN/WAN)
• Awareness of cyber security best practice (e.g. Cyber Essentials)

Key Responsibilities

• Provide 2nd line support for incidents and service requests
• Diagnose and resolve technical issues across Microsoft and infrastructure environments
• Take ownership of incidents through to resolution, ensuring SLAs are met
• Escalate issues where required, working with senior engineers
• Assist with project delivery (e.g. Microsoft 365 migrations, device rollouts)
• Support user administration across Active Directory and Microsoft 365
• Assist with device management using Intune and Autopilot
• Follow internal processes aligned with ISO-accredited standards

Documentation & Process

• Document fixes, solutions, and procedures clearly
• Contribute to knowledge base articles and internal documentation
• Support continual improvement of service processes and automation

About You

• Experience in a 2nd Line IT Support role, ideally within an MSP
• Confident troubleshooting Microsoft 365, Windows, and user issues
• Comfortable working across both cloud and on-premise environments
• Keen to develop technical skills and progress into more advanced areas
• Strong communication and organisational skills
• Positive, professional, and team-oriented approach
• Full UK driving licence

Why Join Concept IT?

We’re a close-knit, professional team that takes pride in delivering excellent service while maintaining a supportive and enjoyable working environment.

We actively invest in our people through:

• Structured onboarding and training
• Ongoing coaching and development
• Clear opportunities for progression within the business

The Package

• Salary: £30,000 – £40,000 (depending on experience and technical capability)
• Most candidates appointed to this role typically start between £32,000 and £36,000, with higher salaries reserved for candidates who can demonstrate more advanced technical skills, experience handling complex escalations, and contribution to project delivery
• Quarterly performance-based bonus scheme
• 29 days annual leave including bank holidays
• Contributory company pension scheme
• Company vehicle or reimbursed travel expenses
• Health & wellbeing scheme
• Free eye tests
• Employee equipment discount scheme
• Company workwear
• Free on-site parking

Working Hours:
39 hours per week

• Monday–Thursday: 08:30–17:30
• Friday: 08:30–16:30

Includes participation in an on-call rota and occasional out-of-hours work.

Onboarding & Support

All new team members receive:

• Weekly progress meetings during the first 8 weeks
• A structured 90-day onboarding plan
• Ongoing monthly 1-2-1s

Interested?

If you’re looking to join a growing MSP where your skills will be valued and developed, we’d love to hear from you.