2nd Line IT Support Engineer

About the Company

We're working with an established and growing IT Managed Services Provider (MSP) that delivers IT infrastructure, cloud, networking and telecommunications solutions to businesses across the UK.

With a strong customer base and continued investment in its technical capabilities, the business is looking to recruit a 2nd Line IT Support Engineer to join its expanding technical team.

This is a great opportunity for someone with solid IT support experience who enjoys troubleshooting, working with a variety of technologies and developing their technical skills within a supportive MSP environment.

The Role

As a 2nd Line IT Support Engineer, you'll provide technical support to a range of business customers, resolving escalated issues and helping maintain their IT infrastructure.

You'll work across Microsoft technologies, networking, virtualisation, cloud services and telephony, gaining exposure to a broad range of customer environments.

Key Responsibilities:

• Provide 2nd Line technical support to customers, resolving hardware, software, networking and infrastructure issues.
• Troubleshoot and administer Microsoft 365, Exchange Online, SharePoint, Teams and OneDrive.
• Support Active Directory, Microsoft Entra ID and Microsoft Intune environments.
• Troubleshoot Windows Server, user permissions, Group Policy and associated infrastructure.
• Diagnose networking issues involving firewalls, VPNs, Wi-Fi, switches and internet connectivity.
• Support virtualisation platforms including VMware and Hyper-V.
• Assist with backup and disaster recovery solutions, including Veeam.
• Provide support for VoIP and telephony systems, including 3CX.
• Manage and resolve support tickets in line with agreed SLAs.
• Assist with customer onboarding, system deployments and infrastructure improvements.
• Attend customer sites when required to provide technical assistance.
• Maintain accurate technical documentation and communicate effectively with customers.

Skills & Experience

We're looking for someone with previous experience in a 2nd Line IT Support role, ideally gained within an MSP or IT services environment.

Essential Skills:

• Previous experience providing 2nd Line IT support.
• Strong working knowledge of Microsoft 365 and associated applications.
• Experience with Active Directory, Entra ID and Windows Server.
• Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP and VPNs.
• Experience troubleshooting Windows desktops, laptops and business IT environments.
• Familiarity with IT ticketing systems and working to SLAs.
• Strong problem-solving skills and a customer-focused approach.
• Excellent communication skills and the ability to manage multiple technical issues.
• Full UK driving licence.

Desirable Skills:

• Microsoft Intune and endpoint management.
• VMware or Hyper-V virtualisation.
• Veeam backup solutions.
• Fortinet firewalls and networking.
• 3CX telephony systems.
• Experience supporting multiple customers within an MSP environment.

What's on Offer?

• £30,000 basic salary.
• Hybrid working arrangement.
• 26 days' annual leave plus bank holidays.
• No out-of-hours or on-call requirements.
• Exposure to a broad range of Microsoft, networking, cloud and infrastructure technologies.
• Opportunities for technical development and progression.
• Friendly, supportive team within a growing IT services business.

Location: West Midlands (Hybrid Working)

Job Type: Permanent, Full-Time

Working Hours: Monday to Friday, 8:30am - 5:30pm

Holiday: 26 days plus bank holidays