2nd Line Support Engineer

Join our Managed Service Provider (MSP) team as a 2nd Line Support Engineer, providing technical support across a diverse range of clients.

We are looking for an experienced and dependable engineer who is comfortable managing their own workload, taking ownership of tickets through to resolution, and working within a busy helpdesk environment.

Key Responsibilities

• Provide telephone, remote and desk-side support across Windows and macOS environments.
• Troubleshoot and resolve issues across Microsoft 365, Windows Server, networking, VoIP and endpoint environments.
• Take ownership of incidents and service requests through to resolution.
• Accurately document and manage tickets, ensuring customers are kept updated.
• Troubleshoot user accounts, permissions, email, applications, hardware and connectivity issues.
• Support Microsoft 365 services including Exchange Online, Teams, SharePoint and Entra ID.
• Support Windows Server, Active Directory, Group Policy, DNS and DHCP environments.
• Diagnose networking issues including Wi-Fi, VPNs, firewalls and general connectivity.
• Escalate appropriately when an issue requires senior or specialist involvement.
• Contribute to internal documentation and knowledge sharing.

What We Are Looking For

• Previous experience in a 2nd Line IT support role.
• MSP experience is highly desirable.
• Strong troubleshooting skills across Microsoft 365, Windows and endpoint environments.
• Good working knowledge of Windows Server and Active Directory.
• Good networking knowledge including DNS, DHCP, VPNs, Wi-Fi and firewalls.
• Ability to independently investigate and resolve technical issues.
• Strong ticket management and prioritisation skills.
• Excellent customer service and communication skills.
• A reliable and professional approach, with good attention to detail.
• Relevant Microsoft or industry certifications are advantageous.

What You Get in Return

• Competitive salary offered based on experience
• Annual discretionary performance bonus (individual and company-related)
• Day off on your birthday
• Regular work lunches
• Work socials
• Health Care Plan, including half-price gym membership
• Life Insurance
• Group Income Protection

Job Type: Full-time

Pay: £30,000.00-£35,000.00 per year

Ability to commute/relocate:

• Hengrove BS14: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Have you previously worked within a Managed Service Provider (MSP) environment?
• Have you previously worked in a 2nd Line IT support role, where you were responsible for independently troubleshooting and resolving escalated technical issues?
• Do you have hands-on experience administering and troubleshooting Microsoft 365, including Exchange Online, Teams, SharePoint and Entra ID?
• Do you have hands-on experience supporting Windows Server and Active Directory environments, including Group Policy, DNS and DHCP?
• Are you confident troubleshooting networking issues including VPNs, Wi-Fi, DNS, DHCP and firewalls?

Experience:

• IT support: 2 years (required)

Language:

• English (required)

Licence/Certification:

• Driving Licence (required)

Work authorisation:

• United Kingdom (required)

Location:

• Hengrove BS14 (preferred)

Work Location: In person