Second Line Support Engineer

About the Role

2nd Line Support Engineer Location: Bellshill (hybrid) Type: Permanent | Full-time (35 hours/week)

You'll take ownership of escalated incidents from 1st line, investigating and resolving more complex hardware, software, network and infrastructure issues through to root cause. You'll support and administer servers, Active Directory, Microsoft 365 and cloud services, and get involved in troubleshooting network issues across switches, firewalls, VPNs and Wi-Fi. Alongside the technical work, you'll provide mentoring and guidance to 1st line engineers, contribute to technical documentation, and work closely with 3rd line support on projects and problem management, making sure tickets are resolved within agreed SLAs.

Responsibilities

• Take ownership of escalated incidents from 1st line.
• Investigate and resolve more complex hardware, software, network and infrastructure issues through to root cause.
• Support and administer servers, Active Directory, Microsoft 365 and cloud services.
• Troubleshoot network issues across switches, firewalls, VPNs and Wi-Fi.
• Provide mentoring and guidance to 1st line engineers.
• Contribute to technical documentation.
• Work closely with 3rd line support on projects and problem management.
• Make sure tickets are resolved within agreed SLAs.

Required Skills

• Proven experience in a 2nd line support role, or strong 1st line experience ready to step up, is essential.
• Solid knowledge of Windows Server, Active Directory and Microsoft 365 administration.
• Good understanding of networking fundamentals.
• Strong problem-solving skills.
• Ability to work independently.
• Excellent communication skills for liaising with technical and non-technical stakeholders alike.

Perks & Benefits

• 33 days annual leave (plus an extra day off in your birthday month)
• Holiday buy scheme (up to an extra 5 days)
• Additional service days
• Private medical insurance & 24/7 Digital GP
• Life assurance
• Group pension & salary sacrifice schemes (including EV car scheme)
• Cycle to work
• Wellbeing support and discounted gym access
• Retail discounts, cashback card & tech purchase scheme
• Social events & volunteering opportunities
• Eligibility for £500 Excellence Award
• Enhanced maternity, paternity & adoption leave (up to 4 months full pay and 4 months half pay)

Why Kick?

At Kick, we believe people are at the heart of what we do. We are proud to hold all six Microsoft Solutions Partner designations, reflecting our investment in knowledge, capability, and our people. Our culture is built on collaboration, innovation, inclusivity, and continuous learning—ensuring every team member feels valued and supported.

Please note this role is being advertised via an external agency and you should apply directly on their website (apply link will take you to the application page)