Job Description:

Role: 2nd Line IT Engineer
Type: Full Time, Permanent
Salary: £30,000 - £37,000

About the Role

My client, a well-established and multi-award-winning Managed Service Provider, is looking to recruit an experienced 2nd Line Engineer to join their growing technical team. This is a fantastic opportunity to join a business that has built a strong reputation for technical excellence, staff development, and a genuinely positive workplace culture.

My client has achieved consistent year-on-year growth and holds accreditations across IT security, cloud, and managed services, including recognised partner-level status with leading security vendors. They pride themselves on investing in their people, supporting internal progression, and creating an environment where employees can thrive both professionally and personally.

The Role

The Tier 2 team is responsible for supporting, investigating, and resolving issues across my client's MSP customer base, ensuring all tickets are handled promptly and to a high standard.

Key Responsibilities

• Acting as first point of contact for incoming support calls, emails, and remote sessions where required
• Serving as an escalation point for apprentice and Tier 1 engineers
• Logging all support interactions accurately and keeping clients updated throughout
• Managing incidents and requests in line with agreed SLAs
• Supporting continuous improvement initiatives alongside the Tier 2 Manager
• Mentoring and supporting apprentice and Tier 1 engineers
• Liaising daily with clients on open tickets and managing expectations
• Working with clients' third-party suppliers and vendors as needed
• Maintaining and improving cloud infrastructure
• Drafting Requests for Change
• Managing client on/offboarding processes end-to-end
• Keeping client documentation accurate and up to date

What We're Looking For

Essential:

• Strong knowledge of Windows 11 installation and configuration
• Strong knowledge of macOS installation and configuration
• Solid experience with the Microsoft 365 administrative suite (Intune, SharePoint, Teams, Exchange, Entra ID)
• Exposure to email filtering technologies (e.g. Mimecast, Barracuda, or similar)
• Exposure to Microsoft Server operating systems and server roles
• Working knowledge of networking fundamentals (firewalls, switches, wireless)
• At least 2 years' experience supporting medium-to-large businesses
• Good scripting and automation knowledge
• Excellent communication and customer service skills
• Strong troubleshooting and problem-resolution ability
• Comfortable working independently under pressure
• Minimum 3 years' IT experience in a corporate or service-based environment
• Full driving licence and own transport
• Willingness to undergo a DBS check

Desirable:

• Relevant security/firewall vendor certifications
• Microsoft certifications (e.g. MS-102, MD-102, MS-700, AZ-900)
• Apple support certifications
• CompTIA A+
• Wireless management platform experience
• Group Policy/Intune policy deployment experience
• Previous MSP experience

What's on Offer

• 25 days' holiday, rising with service, plus bank holidays
• Flexible/hybrid working options
• Healthcare cash plan
• Discounted gym membership
• Cycle to work scheme
• Electric vehicle scheme
• Paid charity day
• On-site parking

If this sounds like the right next step for you, please apply and I'll be in touch to discuss further.