IT Support Engineer (2nd / 3rd Line) - MSP Experience Required

• Provide technical support to clients via phone, remote tools, and onsite visits
• Take ownership of faults and work requests through to resolution
• Troubleshoot issues across workstations, servers, networks, telephony and cloud services
• Keep customers updated throughout the lifecycle of their ticket
• Escalate issues where required using agreed procedures
• Support the wider team to ensure SLAs are met and service quality remains high
• Contribute to the design and delivery of modern systems and solutions
• Mentoring or helpdesk leadership experience is desirable but not essential

Skills & Experience

• Windows 10/11 end-user support
• Windows Server 2016/2019/2022/2025
• Core server technologies:
• Active Directory
• Group Policy
• DHCP
• DNS
• Exchange Server
• Networking: switch/router/firewall configuration
• Virtualisation: Hyper-V and Broadcom
• Backup technologies
• Antivirus / EDR / spam filtering
• Telephony (VoIP)
• Knowledge of Microsoft 365, Azure and cloud technologies (desirable)
• Passed MS-900 or another modern Microsoft exam (MD-102, MS-102, MS-700, MS-721) or willingness to pass one within 6 months

Agile Working

Flexible working options available and open to discussion.

You must be confident speaking with customers, comfortable managing multiple tickets, and able to build strong stakeholder relationships. If you enjoy working in a fast-paced MSP environment and want genuine progression, this role will suit you.

Your Background

• Experience working for an IT Managed Service Provider
• Strong customer-focused approach
• Comfortable working with ticketing systems, SLAs and KPIs
• Able to manage your workload and communicate clearly with clients

Pulled from the full job description Free parking Company pension On-site parking, Full-time Permanent Leeds Salary dependent on experience, * Competitive salary based on experience

• Relaxed, friendly office environment and strong work-life balance
• Profit share scheme
• Investment in training and certifications
• Pension scheme
• 20 days holiday + bank holidays (increasing annually up to 25)
• Free onsite parking
• Clear career progression opportunities
• Access to mentoring, formal training and self-development pathways

Keywords (for search visibility)

IT Support, 2nd Line, 3rd Line, Second Line, Third Line, IT Engineer, MSP, Managed Service Provider, Service Desk, Helpdesk, IT Support Engineer, Infrastructure Engineer, Microsoft 365, M365, Azure, Intune, Windows Server, Active Directory, Group Policy, DHCP, DNS, Exchange, Hyper-V, Virtualisation, VoIP, Firewalls, Networking, Leeds IT Jobs, Yorkshire MSP, Technical Support, IT Technician, Escalation Engineer, Cloud Support, IT Services.

Job Types: Full-time, Permanent

Pay: £30,000.00-£50,000.00 per year

Benefits:

• Company pension