2nd Line Engineer

We're looking for a capable and motivated 2nd Line IT Engineer to join our friendly and fast-paced team. You'll be handling escalations from 1st line and resolving a broad range of technical issues across our client base, both remotely and on-site. This is a fantastic opportunity for someone looking to develop their skills in a varied MSP environment with a clear path to 3rd line., Day to day you'll be taking ownership of 2nd line escalations across hardware, software, networking, and cloud, supporting clients remotely and on-site across B2B and education environments. You'll manage and troubleshoot Microsoft 365, Azure, and on-premise environments, configure and maintain networking equipment including switches, access points, and firewalls, and build and deploy devices via MDT, Autopilot, and MDM platforms. You'll manage your ticket queue in line with SLAs, keep documentation accurate and up to date in IT Glue, and support 1st line colleagues when needed.

Technical Skills

• Solid 2nd line experience, ideally within an MSP or multi-client environment
• Microsoft 365 - Exchange, SharePoint, Teams, and Intune/Autopilot
• Azure fundamentals - Compute, Networking, and Storage
• Windows Server - Active Directory, DHCP, DNS, and Group Policy
• Networking - VLANs, firewalls, routers, and switches (Cisco Meraki, Draytek, UniFi)
• Virtualisation - Hyper-V and/or VMware
• Backup and security tools - VEEAM, Acronis, and endpoint protection solutions

Personal Skills

• Strong communication skills and confidence dealing directly with clients
• Able to manage a busy ticket queue independently and reliably
• Organised, detail-oriented, and consistent with documentation
• A team player who is happy to support and mentor 1st line colleagues

Requirements

Candidates must be able to pass an Enhanced DBS check, which is required due to the nature of work carried out in the education sector. A full UK driving licence is required.

We offer a competitive salary depending on experience, with training and industry certifications fully funded including Microsoft and CompTIA qualifications. You'll benefit from a clear progression path towards 3rd line, varied and engaging work across a broad client base, and a supportive team culture that genuinely invests in your development.

We are a growing Managed Service Provider supporting a diverse client base across the B2B and education sectors. We pride ourselves on delivering exceptional IT services and investing in our people - because great engineers are at the heart of everything we do.