IT Support Engineer

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 handson technical professional who enjoys working across modern Microsoft technologies in a collaborative fastpaced 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 enduser 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 enduser 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 cloudbased services

• Assist with security configuration and monitoring including Microsoft Defender identity protection endpoint security and patching

• Perform root cause analysis and implement longterm 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 thirdparty 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 midsized 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 ITILaligned processes

About You

• Proactive and handson with strong ownership of technical issues

• Able to work independently and manage priorities effectively

• Flexible and adaptable within a smallteam environment

• Strong communication skills able to support both technical and nontechnical users

• Collaborative and teamfocused with a willingness to share knowledge

Why Join Smart Managed Solutions

Youll 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.