2nd Line Support Engineer

About the role

Join a friendly, collaborative Managed Service Provider as a 2nd Line Support Engineer. You will work on a mix of remote and onsite tasks, acting as the escalation point for 1st Line engineers while contributing to installations and customer projects.

Key responsibilities

• Provide 2nd Line technical support (remote and onsite) to a diverse client base.
• Act as escalation point for 1st Line queries and resolve issues within agreed SLAs.
• Assist with installations, migrations and project work.
• Prioritise and manage your own support tickets.
• Create and maintain clear technical documentation.
• Communicate progress and resolution details to customers.
• Participate in out‑of‑hours rota when required.

Required profile

• Experience in an MSP, IT service provider or busy technical support environment.
• Strong troubleshooting and problem‑solving abilities.
• Professional customer communication style.
• Ability to manage competing priorities and take ownership of issues.
• Willingness to support colleagues and share knowledge.
• Full UK driving licence for occasional site visits.

Required skills

• Microsoft 365 and SharePoint
• Windows desktop operating systems
• Windows Server, Active Directory and Group Policy
• Microsoft Azure
• Hyper‑V and VMware
• Networking – switches, routers, firewalls, DHCP, DNS
• WatchGuard (or similar) firewalls
• Antivirus and endpoint security solutions
• Printers and peripheral devices
• Microsoft Office
• Experience with legacy Microsoft environments (useful)

What we offer

• Competitive salary up to £35,000 per year.
• Monday‑to‑Friday, 8:30 am–5:30 pm schedule.
• Paid overtime for additional project work.
• Opportunities for technical development within a growing company.