2nd/3rd Line Support

My client is looking for an experienced 2nd / 3rd Line Support Engineer to join a growing and well-established MSP, supporting a wide portfolio of schools and commercial clients across the Northwest.

This role is primarily based at the head office in Radcliffe, with regular travel to customer sites when required. You will play a key role in providing high-level technical support, handling escalations, and contributing to infrastructure projects, while still remaining hands-on. Key Responsibilities for 2nd/3rd Line Support

• Provide 2nd / 3rd line support, acting as an escalation point for complex technical issues
• Deliver a mix of remote support from head office and on-site support at customer locations
• Proactively monitor systems and resolve issues before they impact users
• Support and maintain IT infrastructure, networks, and virtual environments
• Assist with and lead on technical projects, upgrades, and system improvements
• Liaise with 3rd party vendors and suppliers
• Ensure systems are secure, patched, and compliant
• Produce and maintain clear technical documentation

Technical Responsibilities

• Supporting and maintaining Network & Wireless Infrastructure
• Managing VMware / Hyper-V virtualised environments
• Supporting Microsoft Server & Desktop Operating Systems
• Administering Active Directory, Group Policy, DNS, DHCP, MDT, WDS, WSUS
• Managing Firewalls and filtering solutions
• Supporting Enterprise Anti-Virus (Sophos, ESET, etc.)
• Managing Backup solutions (Veeam, Veritas, etc.)
• Supporting Cloud platforms (Azure, Office 365, Google Workspace)
• Managing MDM solutions (e.g. Lightspeed)
• Maintaining Server, Desktop, Laptop, NAS/SAN hardware

• Proven experience in a 2nd or 3rd Line Support role
• Strong infrastructure and troubleshooting experience
• Experience working within an MSP or multi-site environment (highly desirable)
• Full UK Driving Licence and access to a vehicle (essential)
• Willingness to travel to customer sites when required
• Ability to communicate effectively with both technical and non-technical users
• Strong organisational and problem-solving skills
• Enhanced DBS (or willingness to obtain)

• 23 days annual leave + bank holidays
• Ongoing access to IT training and development
• Mileage allowance for site travel
• Workplace pension
• Supportive, growing business with clear progression into senior / 3rd line roles

Why Join?