2nd Line IT Support Engineer (Hybrid)

About the role

Our client, a growing Managed Service Provider in Cheltenham, is seeking a 2nd Line IT Support Engineer. You will join a collaborative team delivering support for a variety of business clients across modern Microsoft and cloud environments.

Key responsibilities

• Provide 2nd line support for desktop, server and cloud platforms.
• Troubleshoot and resolve escalated technical incidents.
• Maintain Microsoft 365, Windows Server and Active Directory services.
• Diagnose networking issues including DNS, DHCP, TCP/IP and firewall configurations.
• Assist with infrastructure upgrades, cloud migrations and IT projects.
• Support backup and business continuity solutions.
• Document work and manage tickets within agreed SLAs.
• Deliver high‑quality customer service to a diverse client base.

Required profile

• Proven experience in a 2nd Line IT Support role.
• Experience working for a Managed Service Provider is highly desirable.
• Strong communication and customer‑service skills.
• Proactive attitude with a passion for technology and continuous learning.

Required skills

• Microsoft 365
• Windows Server
• Active Directory
• DNS, DHCP, TCP/IP
• Firewall configuration
• Backup and business continuity solutions
• Cloud environment support

What we offer

• Salary £32,000‑£35,000 per year.
• Hybrid working model.
• Ongoing technical training and development.
• Clear career progression within a fast‑growing MSP.
• Exposure to cloud technologies and infrastructure projects.
• Supportive and collaborative team environment.