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)
Entra ID (Azure AD), Conditional Access and identity management
Intune and endpoint management
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
Entra ID / Active Directory
Intune / endpoint management
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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