IT Support Engineer
About this role
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 hands‑on technical professional who enjoys working across modern Microsoft technologies in a collaborative, fast‑paced 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 end‑user 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 end‑user 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 cloud‑based services Assist with security configuration and monitoring, including Microsoft Defender, identity protection, endpoint security and patching Perform root cause analysis and implement long‑term 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 third‑party 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 mid‑sized 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 ITIL‑aligned processes About You Proactive and hands‑on, with strong ownership of technical issues Able to work independently and manage priorities effectively Flexible and adaptable within a small‑team environment Strong communication skills, able to support both technical and non‑technical users Collaborative and team‑focused, with a willingness to share knowledge Why Join Smart Managed Solutions? You’ll 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.
What this role is, and what else it is called
Employers in London advertise this kind of work as Support Engineer, Service Desk Engineer, Application Support Engineer and End User Support Engineer – London too, so it is worth searching more than one wording. It is a mid-level IT Support & Service Desk role in London, advertised without a stated working pattern, which is worth asking about.
About hiring at Smart Managed Solutions
Smart Managed Solutions appears alongside 1 other live technology role on this source domain, across Software Engineering and IT Support & Service Desk. See all Smart Managed Solutions roles, salaries and stack.
How this role compares to the market
88 live UK roles list Azure right now, across 71 source domains. 32% of 44 roles with a known arrangement are remote. Browse Azure roles.
44 live UK roles list Microsoft 365 right now, across 30 source domains. 46% of 13 roles with a known arrangement are remote. Browse Microsoft 365 roles.
London has 1,417 live IT vacancies across 727 source domains, with a median annual salary midpoint of £52,500. Browse London roles.
Market figures are today's snapshot of reportable live UK roles on public careers and vacancy pages; see hiring trends.
Technologies mentioned
Detected on Smart Managed Solutions's careers page. ProdReady Recruitment lists this vacancy as an aggregator and is not the employer; applications go to the employer's own site. More IT jobs in London.