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# 2nd Line IT Support Engineer

- **Company:** SER Limited
- **Location:** Crawley, UK (Remote available)
- **Salary:** £30,000.0 - £38,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Microsoft Azure, Cloud Computing, Dynamic Host Configuration Protocol, Domain Name System (DNS), Networking Hardware, Virtual Private Networks (VPN), Network Troubleshooting, Windows Servers, Networking Basics, Microsoft SharePoint, TCP/IP
- **Published:** August 13, 2026
- **Apply:** https://www.serlimited.com/job-search/8748-2nd-line-it-support-engineer/it/sussex/apply

## About the Role

Previous experience in a 2nd Line IT Support role, ideally within an MSP environment
Strong troubleshooting and problem-solving skills
Experience supporting Microsoft 365 technologies
Knowledge of Windows Server, Active Directory and Group Policy
Understanding of networking fundamentals including DNS, DHCP, TCP/IP and VPNs
Experience with Azure and cloud technologies would be advantageous
Excellent communication and customer-facing skills
Ability to prioritise and manage multiple support requests effectively

## Description

An established and growing Managed Service Provider is looking to hire two experienced 2nd Line IT Support Engineers to join its technical support team in Crawley.

This is an excellent opportunity for IT professionals who enjoy troubleshooting a wide range of technical issues, working with diverse technologies, and developing their technical skillset within a supportive MSP environment.

Following a successful onboarding period (typically within the first two months), you'll have the opportunity to work on a hybrid basis, combining office and remote working.

The Role

As a 2nd Line IT Support Engineer, you will be responsible for providing remote and onsite technical support to a varied client base, acting as a key escalation point for 1st Line engineers and ensuring issues are resolved efficiently and professionally.

You will work across a broad range of technologies, supporting both infrastructure and end-user environments while delivering a high level of customer service., Provide 2nd line technical support across multiple client environments
Investigate, troubleshoot and resolve hardware, software and networking issues
Act as an escalation point for 1st Line Support Engineers
Manage and update support tickets through to resolution
Support Microsoft 365 environments including Exchange Online, SharePoint and Teams
Administer and support Windows Server and Active Directory environments
Assist with infrastructure projects, upgrades and migrations
Configure and troubleshoot networking equipment including switches, routers and wireless solutions
Maintain accurate technical documentation
Deliver excellent customer service and communication throughout the support process


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