2nd Line Support Engineer

Salary: £25,000 - 35,000 per year

Requirements

• We must be eligible for and able to obtain UK Eyes Only (SC/DV) Security Clearance.
• We require British nationality or UK residency for SC/DV clearance eligibility.
• We need deep experience with ConnectWise Manage and ConnectWise Automate.
• We require proficiency in Microsoft 365, Entra ID, and Azure administration.
• We need hands-on experience with Draytek, VLANs, VPNs, firewalls, and VoIP.
• We require the ability to use PowerShell for basic scripting and a willingness to learn Rewst.
• We expect strict adherence to ISO 27001 frameworks and Cyber Essentials.
• We are looking for strong service desk support experience, including handling complex escalation issues.
• We value experience supporting Windows Server, networking, and Microsoft 365 environments.
• We require strong documentation and compliance awareness.
• We prefer candidates with relevant certifications or a willingness to pursue Microsoft AZ-104, MS-102, or ISO 27001 Lead Auditor training.

Responsibilities

• We act as the primary escalation point for 1st Line and resolve complex technical tickets.
• We provide direct on-site troubleshooting for hardware, networking, and VoIP systems.
• We manage and prioritise the ConnectWise Manage service desk board to support efficient workflow.
• We maintain accurate records of all physical and digital changes for compliance and audit purposes.
• We identify repetitive service desk tasks and create simple automation scripts using PowerShell or Rewst.
• We monitor system health and secure credential access using ConnectWise Automate and Remote Desktop Manager.
• We review overnight alerts and high-priority tickets at the start of the day.
• We handle on-site networking issues and recurring Entra ID sync problems.
• We support compliance audits and work with technical leadership to meet ISO 27001 requirements.
• We configure firewalls and adjust Azure Conditional Access policies to secure client data.
• We update the internal knowledgebase with simplified guides and solutions for the 1st Line team.
• We visit clients regularly and provide high-quality face-to-face and telephone support.

Technologies

• Azure
• Hardware
• Support
• Microsoft 365
• PowerShell
• Security
• Windows
• Office 365
• Cloud
• Firewall
• Flow

More

We are Netsense, and we live by the motto IT Simplified. We provide on-site technical support with a security-first mindset, combining efficient service desk management, hands-on troubleshooting, and targeted automation to deliver high-quality client support. This role is based around regular client visits and working closely with our team to keep operations organised, compliant, and continuously improving. We offer a salary of £25k–£35k plus a clearance bonus, employer pension contributions, 20 days annual leave plus Bank Holidays, and a certification path with funded exams and training for Microsoft and ISO 27001 qualifications.

last updated 23 week of 2026