2nd line supportPermanent - Hybrid On behalf of a key client we are looking for a 2nd Line Engineer to join an established Bristol-based team known for its strong engineering discipline and high-quality service.If you want a role where you aren''t just a "ticket-closer" but a mentor and a key contributor to technical processes, this is for you.The RoleAs a Tier-2 escalation engineer, you will own the resolution of complex issues that go beyond the initial support desk. You''ll be working within a modern tech stack (Microsoft 365, Azure, Intune, and high-level networking) to support a diverse SME customer base.Key responsibilities include:Technical Escalations: Resolving complex issues across M365 (Exchange, SharePoint, Teams), Intune, and Entra ID.Infrastructure and Networking: Troubleshooting firewall rules, VPNs, VLANs, and hybrid identity setups.Mentorship: Supporting 1st line and apprentice engineers through pair-troubleshooting and knowledge transfer.Continuous Improvement: Identifying recurring ticket patterns and authoring runbooks to improve team efficiency.Who You AreExperience: 2+ years in an MSP 2nd line role or a senior in-house IT support position.M365 Mastery: Proficient in admin tasks; certifications like MS-900 are expected, while MS-102 or endpoint admin certs are highly preferred.Networking Knowledge: Solid understanding of DNS, DHCP, and firewalls (experience with Aruba, Ubiquiti, or DrayTek is a plus).Tooling: Familiarity with PSA/RMM tools like HaloPSA a