2nd Line Support Engineer

We are working with a fast-growing Managed Service Provider based in Preston, known for their technical expertise, collaborative culture and commitment to delivering high-quality IT support to a diverse client base., You will provide advanced technical support to end users, handling escalated tickets from 1st Line and resolving issues across a broad Microsoft and virtualisation stack. You'll work to SLA targets, maintain accurate ticket documentation and escalate complex issues to the 3rd Line team where required., * Provide 2nd Line support, handling escalations from 1st Line across client IT environments

• Troubleshoot and resolve issues with Microsoft 365, Azure, Intune and Windows Server
• Support virtualisation platforms including VMware and Hyper-V
• Assist with networking troubleshooting - TCP/IP, DNS, DHCP and routing
• Maintain clear and accurate ticket documentation with timely client updates
• Contribute to SLA targets and quality standards within a busy service desk
• Escalate complex or high-priority issues to 3rd Line engineers as needed

• Previous experience in an IT support role, ideally within an MSP or managed IT environment
• Strong working knowledge of Microsoft 365, Azure, Intune and Windows Server
• Familiarity with virtualisation technologies (VMware or Hyper-V)
• Understanding of core networking concepts - TCP/IP, DNS, DHCP
• Excellent troubleshooting skills with the ability to work at pace
• Strong communication skills - comfortable supporting both technical and non-technical users

Desirable Skills

• Microsoft certifications (AZ-104, MS-100, MS-500)
• Experience with PowerShell or basic scripting
• Familiarity with monitoring, backup or security tooling

• Competitive salary with 10% yearly bonus
• 22 days annual leave rising to 27 days, plus bank holidays
• State-of-the-art HQ office with onsite gym, sauna, walking treadmills, pool table and darts board
• Employee of the Month incentive - up to £300
• Quarterly Employee of the Month incentive - up to £1,000
• Training and certification support
• Pension scheme
• Hybrid working