2nd Line IT Support

Are you an ambitious IT professional who thrives on solving complex problems but is tired of the rigid, corporate grind? Do you want to be part of a fast-paced, forward-thinking Managed Service Provider (MSP) where jargon is left at the door, and your personal growth actually matters?, As an integral part of the engineering team, you will move past basic password resets and dive into deep, rewarding technical challenges across IT, telephony, and connectivity infrastructure.

• Advanced Troubleshooting: Take ownership of escalated 2nd-line incidents, collaborating with 1st-line teams and vendors to diagnose and resolve complex network, hardware, and software issues.
• Network & Infrastructure Management: Configure and maintain computer hardware, routers, switches, access points, and core business as usual connectivity equipment.
• Modern Workplace Tech: Manage and support cloud environments using the Microsoft suite, including Admin Centre, Azure, Entra ID, and Intune.
• VoIP & AV Support: Get hands-on with next-generation VoIP systems and Teams Meeting Room environments (AV/CMS).
• Mentorship & Service Improvement: Proudly act as a mentor to 1st-line technicians, while working alongside 3rd-line engineers to spot common ticket trends and proactively implement permanent fixes.

You are someone who takes ownership of your work, loves cracking technical puzzles, and genuinely enjoys helping people. Ideally, your background includes:

• Proven Experience: A solid track record as a 2nd Line Support Technician/Engineer (or a comparable role) within an IT or MSP environment.
• Core Technical Knowledge: Strong expertise in Microsoft operating systems, Active Directory, and Group Policy. Familiarity with cloud tools (Azure, Entra ID, Intune) is highly desired.
• The Extras (Advantageous): Experience with VoIP phone systems, connectivity, and Audio-Visual setup is a massive plus.
• Certifications: Ideally, you hold (or are working towards) certifications like CompTIA A+, Microsoft MS900, AZ900, or MD100/101/102. (If not, we will help you get them!)
• Communication Skills: A friendly, confident phone manner and the ability to explain technical solutions without drowning the client in jargon., If you are a self-motivated technician who wants to work in an environment where your fresh ideas are celebrated, your voice is heard, and success is rewarded, we want to hear from you.

• We Pay for Your Growth: You will get a dedicated personal development plan with allocated self-development time. Crucially, the business fully funds industry-recognised certified training paths (Microsoft, CompTIA, etc.) to elevate your skills.
• Work-Life Balance + Extra Perks: You start with 22 days of holiday (plus your birthday off!), which automatically increases to 25 days in your second year.
• Your Health Covered: Gain access to an NHS Healthcare Top-Up Cash Plan, letting you claim money back on everyday medical, dental, and optical expenses., * Competitive base salary tailored to your experience.
• Progression-linked holiday allowance (up to 25 days + birthday off).
• Comprehensive Pension Scheme.
• NHS Healthcare Cash Plan.
• Death in Service benefit (3x salary).
• Lifestyle discount scheme for entertainment, shopping, and leisure.
• Overtime pay for occasional, pre-agreed out-of-hours event support.