Support Engineer: 2nd Line

Company culture

Transparity is a fast-growing IT company focusing on Microsoft Cloud based solutions. Our culture has an enviable reputation in the industry which we work hard to maintain. We are focused on creating an inclusive environment where our employees thrive based upon integrity, strong work ethic, a one-team ethos, desire to learn and develop and a commitment to deliver unwavering service excellence to our customers, vendors and partners. Therefore, first and foremost we recruit with our cultural fit in mind.

Job Overview/Purpose

The Support Engineer: 2nd line role is a night-shift role will be required to work a 4x4 shift pattern, which is 4 nights on and 4 nights off including weekend work.

The Support Engineer: 2nd Line is responsible for investigating and resolving technical issues, within the timeframes associated within the customer contracts. If there is need to escalate tickets, the Support Engineer will action where appropriate, along with applying the necessary urgency to provide resolution.

The Support Engineer: 2nd Line is expected to expand their skillset through ongoing learning, especially in the realms of Microsoft Cloud, resulting in the taking and passing of relevant technical examinations.

This role will be hybrid, with the team working a mixture of from home as well as on-site in Newcastle Upon-Tyne.

Main Duties and Responsibilities

• Be the trusted first point of contact for customers, delivering a responsive, friendly and professional support experience.

• Take ownership of technical issues from start to finish, keeping customers informed and ensuring timely resolution.

• Provide expert support across Microsoft Cloud technologies, helping customers get the most from their environments.

• Collaborate with colleagues, Microsoft and third-party partners to troubleshoot and resolve complex technical challenges.

• Identify opportunities to improve customer systems, processes and overall technology performance.

• Contribute to a culture of continuous learning by developing your technical expertise, gaining certifications and sharing knowledge with the wider team.

• Support customers both remotely and, where required, on-site or as part of an on-call rota, while consistently delivering against service and quality targets.

Skills, experience and qualifications

• Proven experience in a 2nd Line IT Support or Service Desk environment, with a passion for delivering excellent customer service.

• Strong communication skills, with the ability to build trusted relationships and explain technical concepts clearly.

• Hands-on experience with Microsoft 365 technologies and a genuine interest in cloud-based solutions.

• A proactive, self-motivated approach with strong organisation, attention to detail and time management skills.

• A natural problem-solver who enjoys troubleshooting issues and finding effective solutions for customers.

• Collaborative team player who enjoys sharing knowledge, supporting colleagues and contributing to a positive team culture.

• Commitment to continuous learning and professional development; Microsoft certifications (M365 Administrator and/or Azure Administrator) and Autotask experience are advantageous.

Disability Confident

Transparity have a proactive attitude when it comes to looking after the wellbeing and inclusion of all our employees.  We promote equal opportunities through our recruitment process and a positive, inclusive culture across the business which we are proud of. We are diverse in our approach to recruitment and recognise that talent comes in all different forms.  The diversity in our team is what helps our business work so well.   

To find out more about our disability commitment please contact People & Culture or ask during the interview. 

Our Offering

In addition to a competitive salary, there are a number of benefits and perks we offer to say thank you for being a part of our journey: 

• To work at a 3* World Class Best Company  

• 25 days holiday  

• 24/7 GP at hand  

• Immediate 24/7 access to an Employee Assistance Programme  

• We’ll support you when you’re not well with our Company sick pay scheme  

• 4x base salary life assurance 

• Private health insurance after a successful year’s service  

• Enhanced parental pay and leave, supporting you with those precious life moments  

• Access to the Perkbox platform to help make your money go further  

• Cyclescheme  

• Electric car scheme  

• And many more!  

AI in our recruitment process

At Transparity becoming a Frontier organisation is key to our success, so we use AI to support our recruitment team with tasks such as note‑taking and automating parts of the recruitment process so we can focus more time on meaningful, human conversations and providing a positive candidate experience.

We do not use AI to review, screen, score, or rank applications. All hiring decisions are made by people.

If you have questions about our recruitment process or need adjustments at any stage, please let us know, we’re happy to help.