2nd Line Support Engineer
First seen by Alion on Oct 12, 2026.
Potentiam is a fast-growing global offshore solutions provider connecting top talent with leading UK and European businesses. With offices across South Africa, Romania, India, and Brazil, we offer international exposure, real career progression, and the opportunity to work with high-performing global teams.
We combine global opportunity with local support - giving you the chance to grow, make an impact, and build a long-term career in a business that’s scaling fast.
Global clients. Clear progression. Real opportunity.
We are an equal opportunity employer. We encourage applications from people with disabilities and will provide reasonable accommodations during the hiring process.
About Our Client
Our client is a leading provider in the industry, offering a comprehensive portfolio of high-quality services. Their expertise spans award-winning managed services, strong data and development capabilities, advanced networking and infrastructure solutions and robust security services. Recognized for excellence in the market, the organization is supported by strong customer references that underpin its continued success. It is a dynamic environment where talent can thrive, with clear opportunities for professional development and long-term career growth.
Purpose of Role
As a 2nd Line Support Engineer, you will provide technical support to customers, acting as an escalation point for more complex incidents and service requests. You will work across a range of Microsoft and infrastructure technologies, helping to resolve technical issues, maintain customer environments and support the delivery of IT projects. Through strong troubleshooting skills and excellent customer service, you will play a key role in ensuring reliable and effective IT services for our clients.
Role & Responsibilities
- Provide 2nd line support across customer environments, managing incidents, service requests and changes through to resolution while maintaining regular communication with customers;
- Act as an escalation point for the Service Desk team, investigating and resolving more complex issues relating to Microsoft 365, user management, endpoint devices and core infrastructure services;
- Administer and support technologies including Exchange Online, Active Directory, Microsoft Entra ID, Intune and Windows Autopilot, ensuring users, devices and access permissions are managed effectively;
- Troubleshoot networking, connectivity and authentication issues across cloud and on-premises environments, working with third parties where necessary.
- Assist with system monitoring, backup and recovery activities and contribute to infrastructure upgrades, migrations and other customer-facing projects;
- Maintain accurate technical documentation and knowledge base articles while contributing to the continuous improvement of support processes and service delivery.
Skills, Qualifications & Experience
- Experience working within a 2nd Line Support role, or as an experienced 1st Line Engineer ready to progress into a more advanced technical position;
- Strong troubleshooting skills across Microsoft Windows environments and Microsoft 365 technologies;
- Working knowledge of Exchange Online, Active Directory, Microsoft Entra ID, Intune and endpoint management solutions;
- Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs and wireless networking;
- Experience supporting end-user devices, implementing user administration tasks and managing workplace technologies;
- Exposure to backup, recovery and virtualization technologies would be beneficial;
- Understanding of ITIL service management principles and general IT security best practices;
- Excellent communication, customer service and organisational skills, with the ability to manage multiple priorities in a fast-paced environment.
Data Privacy Notice
The personal information you provide during the application and recruitment process will be used solely for recruitment purposes, in accordance with our data protection policies.
For any questions regarding data processing related to HR activities, please contact Chantal Endemann at .
All data shared with third parties complies with applicable confidentiality and retention requirements.