Job Description

Posted 2 weeks ago

Bristow Holland is working with an established organisation with a strong presence in its market to recruit a 2nd / 3rd Line IT Engineer. This role suits an experienced support professional who enjoys technical problem-solving, taking ownership of escalated issues, and contributing to the stability and improvement of core IT systems.

You’ll be a key technical resource within the IT team, supporting business-critical systems, leading on complex incidents, and working closely with both internal stakeholders and external suppliers.

The Role:

* Act as a senior escalation point for 2nd and 3rd line support issues, ensuring timely and effective resolution

* Troubleshoot complex desktop, application, and infrastructure-related issues across Windows 10/11 environments

* Administer and support Active Directory and Entra ID (Azure AD), including GPOs, permissions, and access controls

* Provide advanced support for Microsoft 365, including Exchange Online, Teams, SharePoint, and OneDrive

* Maintain and troubleshoot Windows Server environments (2016/2019/2022), including patching, file services, and user access

* Support and diagnose issues across network infrastructure, including switches, firewalls, VPNs, Wi-Fi, DNS, and DHCP

* Work with Azure-based services, including Intune, Virtual Machines, and identity management

* Liaise with third-party vendors and managed service providers where required

* Contribute to IT projects such as system upgrades, migrations, and security improvements

* Identify recurring issues and assist with problem management and service optimisation

* Provide guidance and technical support to junior engineers when needed

* Ensure tickets are logged, updated, and resolved in line with agreed SLAs

* Produce and maintain technical documentation and support knowledge articles

Key Skills:

* Proven experience in a 2nd or 3rd line IT support role

* Strong knowledge of Windows Desktop, Microsoft 365, and Active Directory

* Hands-on experience supporting Windows Server environments

* Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, firewalls, switches)

* Experience working with Azure / cloud-based technologies, including Entra ID and Intune

* Confident troubleshooting skills with the ability to work independently on complex issues

* Strong communication skills, comfortable engaging with both technical and non-technical users

* Experience working with ticketing systems and managing competing priorities