2nd Line IT Support Engineer

2nd Line IT Support Engineer

Edinburgh | Full-time, Permanent | £32,000–£36,000

Ready for the next technical challenge?

We’re looking for an experienced 2nd Line IT Support Engineer to join our Edinburgh team.

Icelantic is a leading Edinburgh-based Managed Service Provider supporting organisations across Scotland and the wider UK. We’ve built our business around long-term client relationships, strong technical expertise and a simple principle: our clients should feel that we’re part of their team, not just somebody they call when something breaks.

This isn’t an entry-level support role. We’re looking for someone with a solid grounding in IT support who can confidently take ownership of more complex issues escalated from our First Response team.

You’ll work across a varied client base and a broad range of technologies, solving problems remotely and on-site, supporting colleagues and helping us continually improve our clients’ IT environments.

What you’ll be doing

You’ll take ownership of escalated technical issues and see them through to resolution. That will include:

• Troubleshooting more complex Microsoft 365, Windows, server, network and endpoint issues.
• Administering Microsoft 365, including Exchange Online, Teams, SharePoint and OneDrive.
• Working with Active Directory and Microsoft Entra ID, including users, permissions, authentication and MFA.
• Supporting Microsoft Intune and modern endpoint management.
• Diagnosing networking issues involving TCP/IP, DNS, DHCP, Wi-Fi, VLANs, VPNs, switching and firewalls.
• Supporting Windows Server and hybrid/cloud environments.
• Investigating security, endpoint and access-related issues.
• Taking ownership of escalated tickets and communicating clearly with clients throughout.
• Sharing knowledge with First Response colleagues and helping develop the wider team.
• Contributing to technical projects, deployments, upgrades and client improvements.

We don’t expect one person to know everything. We do expect a good 2nd Line Engineer to know how to investigate something they haven’t seen before.

What we’re looking for

You’ll already have practical commercial IT support experience and be comfortable working independently on problems that require more than a standard first-line fix.

Experience in an MSP or other fast-paced multi-client support environment would be particularly valuable.

We’re looking for good working knowledge across areas such as:

Microsoft: Microsoft 365, Exchange Online, Active Directory, Group Policy, Entra ID, Intune, Windows 10/11 and Windows Server.

Networking & infrastructure: TCP/IP, DNS, DHCP, Wi-Fi, VPNs, VLANs, switching, routing and firewalls.

Support & security: MFA, Conditional Access, endpoint security, backup and recovery, remote support, ticket management and technical documentation.

We’d particularly like to see relevant Microsoft certifications or equivalent demonstrable expertise, especially around Microsoft 365 administration, Entra and endpoint management. Networking or security qualifications would also be welcome.

Just as importantly, you’ll need to be able to talk to people. Our engineers work directly with clients every day, so you need to be able to translate technical problems into plain English, remain calm when something important stops working and take responsibility for getting it sorted.

What makes a good Icelantic engineer?

Technical ability matters, but so does how you use it.

We’re looking for someone curious, dependable and comfortable taking ownership; someone who asks for help when they need it, shares what they know and wants to understand why something has gone wrong rather than simply applying the quickest workaround.

You’ll join a close-knit team where engineers collaborate and work across a genuinely varied range of clients and technologies. That’s one of the great advantages of MSP life: you learn quickly because no two clients — or days — are quite the same.

What we offer

£32,000–£36,000, depending on experience, technical ability, qualifications and certifications.

You’ll also receive:

• Regular mentoring and career-development reviews
• 12 dedicated training days per year
• 6 charity days per year
• Support for ongoing technical learning and professional development
• Contribution towards monthly gym membership
• Private health insurance after six months
• Opportunities to develop across support, infrastructure, networking, security and projects

This is an office-based role at our Edinburgh city-centre office, Monday to Friday, 9am–5pm.

Interested?

If you’re already a capable support engineer and want somewhere you can tackle more interesting technical problems, broaden your experience and continue developing your career, we would love to hear from you.