2nd Line IT Engineer (Support Team Leader) (Remote)

• Job Title: 2nd Line IT Support Engineer (Remote)
• Location: Fully Remote (UK-Based)

Salary: Competitive, based on experience***Must be able to speak and write fluent English****Are you a skilled IT professional looking for a fully remote role with a forward-thinking MSP? Trailblaze IT is seeking an experienced 2nd Line IT Support Engineer to join our growing team. This role is perfect for someone who enjoys problem-solving, thrives in a fast-paced environment, and wants the flexibility of working from home while supporting businesses across various industries.

About the Role

As our Support Team Leader, you’ll provide expert technical assistance to our support team and UK based customers, resolving complex IT issues remotely. You’ll be a key part of our support team, working collaboratively to ensure excellent service delivery while maintaining high levels of system uptime and performance. What you will be responsible for: Microsoft 365 and identity support (within agreed standards)

• Exchange Online and mail flow troubleshooting at user and small group scope
• Shared mailbox, calendar, delegate and permission issues
• Entra ID user administration, MFA resets and edge case sign in issues
• Teams, SharePoint and OneDrive troubleshooting including sync issues, permissions within an existing model, and common errors
• Endpoint and Intune operations
• Device enrolment and Autopilot troubleshooting using known diagnostics
• Remediating compliance issues, BitLocker and Defender related alerts
• Application deployment troubleshooting for existing packages
• Advanced Windows troubleshooting including event logs, profile repair, and performance triage
• Networking and connectivity troubleshooting
• VPN client troubleshooting and remediation
• Wi Fi issues
• LAN troubleshooting at device, port, and switch level using existing standards
• DNS troubleshooting and governed record changes where appropriate
• Server and core services support (where applicable)AD user and group administration and troubleshooting for existing policies
• File and print issues, permissions and access troubleshooting
• Backup job troubleshooting and file or folder restores
• Server health checks, disk space and service issues
• Security operations support
• Phishing triage and mailbox remediation at small scale
• EDR and AV alert triage and device level remediation
• Basic vulnerability remediation tasks where the fix is known
• Vendor liaison and technical ownership
• Reproducing issues and gathering evidence, logs and screenshots
• Working with vendors and carriers to drive issues to resolution
• Documenting fixes and contributing to runbooks and knowledge articles
• What good looks like in this role
• You can resolve the majority of 2nd line issues without escalation
• When escalation is needed, you provide a clean handover with a full troubleshooting pack
• You communicate clearly with customers, set expectations, and keep tickets updated
• You follow standards and understand risk, making safe changes with a clear rollback approach

What We’re Looking For

• Experience: At least 4 years in a 2nd line IT support role, preferably in an MSP or similar environment.
• Technical Skills: Strong structured troubleshooting and customer communication
• Solid Microsoft 365 administration experience (Exchange, Teams, SharePoint, OneDrive, Entra ID)Windows support experience across desktops and common peripherals
• Experience with Intune operations and device troubleshooting (desirable)
• Good understanding of networking fundamentals (DNS, DHCP, VLANs, VPN, Wi Fi)MSP experience preferred, but not essential if you have the right mindset and skills
• Soft Skills: Excellent problem-solving abilities, great communication skills, and a proactive approach to IT support.
• Remote Working Setup: A reliable home office setup with a stable internet connection. Why Join Trailblaze IT?At Trailblaze IT, we pride ourselves on delivering high-quality IT support while maintaining a flexible and supportive work environment. If you’re looking for a role that allows you to work remotely while making a real impact in the IT industry, we’d love to hear from you. Usual working hours 3:00 PM to 1:00 AM PHTOvertime available