About this role
Salary: £35,000 - 35,000 per year
Requirements
- Proven experience in a 2nd Line IT Support Engineer or equivalent technical support role; 3 years of help desk support experience preferred.
- Strong knowledge of Microsoft Windows desktop and Windows Server environments.
- Hands-on experience with Microsoft 365, including Exchange Online, Teams, SharePoint, Intune and Entra ID.
- Practical experience with Active Directory, Group Policy, DNS, DHCP and hosted Microsoft environments.
- Good understanding of networking fundamentals, including TCP/IP, VPNs, switching, wireless networking and firewalls.
- Experience troubleshooting hardware, software, peripheral, connectivity and end-user device issues.
- Excellent analytical, problem-solving, communication and customer service skills, with strong attention to detail.
- Ability to manage multiple support tickets, prioritise workloads, work effectively under pressure and meet agreed SLAs.
- Proactive, collaborative approach, with ownership of issues and commitment to technical development and continuous improvement.
- Previous experience in an MSP, particularly in a multi-client support environment, is highly desirable.
- Experience with Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) tools is desirable.
- Knowledge of backup solutions, disaster recovery and cybersecurity best practices is desirable.
- Microsoft certifications such as MS-900, MD-102, AZ-900 or equivalent are desirable.
- Ability to reliably commute to or relocate to Barnet EN5 5BY before starting work is required.
- A driving licence is required.
- United Kingdom work authorisation is required.
Responsibilities
- Provide 2nd line technical support across hardware, software, networking and Microsoft technologies.
- Act as an escalation point for 1st Line Support, taking ownership of complex requests through to resolution.
- Diagnose and resolve desktop, server and network issues remotely and on-site when required.
- Administer and support Active Directory, user accounts, Group Policy and Windows environments.
- Configure, manage and troubleshoot Microsoft 365 services, including Exchange Online, Teams, SharePoint, Intune and Entra ID.
- Configure, deploy and support desktops, laptops, mobile devices, printers and other end-user hardware.
- Build and configure new devices in line with established deployment processes.
- Monitor client systems, investigate alerts and proactively identify potential issues to minimise disruption.
- Maintain accurate documentation of support activities, technical procedures and client environments.
- Manage support tickets, keep customers informed and ensure agreed SLAs are met.
- Collaborate with Service Desk colleagues to deliver a consistent, high-quality customer experience.
- Liaise with third-party suppliers and vendors to investigate and resolve technical issues.
- Contribute to improving support processes and technical documentation, and share knowledge.
Technologies
- Active Directory
- Hardware
- Support
- Microsoft 365
- Mobile
- Network
- SharePoint
- TCP/IP
- Windows
- Office 365
More
We are Storm IT Ltd, a growing Managed Service Provider based in New Barnet, delivering reliable IT services to a long-standing and diverse client base. We are looking for a 2nd Line IT Support Engineer to join our busy, friendly and knowledgeable Service Desk team. The role is full-time, office-based in Barnet, with remote support and occasional on-site client visits. You will work across varied client environments alongside 1st Line Support colleagues and experienced engineers, with opportunities to develop your technical expertise and contribute to our services. We offer a salary of up to £35,000 per year, company events, a company pension and on-site parking. The role is in person.
last updated 45 week of 2026