2nd Line Support Engineer

As a 2nd Line Support Technician, you’ll take ownership of escalated support tickets, assist with on-site and remote troubleshooting, and contribute to project delivery and customer onboarding.

You will be trusted to dive deep into server, networking, virtualisation, and backup technologies-solving real issues, driving service excellence, and supporting complex SME environments.

Your Day-to-Day

· Be the go-to for 2nd line technical queries via phone, email, and ticketing systems

· Deliver first-class service and manage issues from start to resolution

· Support Microsoft Windows environments, servers, virtual desktops, firewalls, and more

· Collaborate with third-party vendors and internal teams

· Get stuck into customer onboarding and technical project work

Tech You Will Work With

· OS & Servers: Windows Server, Active Directory, Hyper-V, VMware

· Virtual Desktop: Citrix, RDS

· Networking: Firewalls, switches, routers

· Backups: Veeam, off-site DR solutions

· Monitoring & Security: MSP-standard tools, documentation systems

What You Bring

· 2nd Line level support in an MSP environment

· Tech confidence across Microsoft ecosystems, networking & infrastructure

· Logical, structured problem-solving mindset with top-tier communication skills

· Customer-first attitude and ability to build strong, trust-based relationships

· Passion for IT, natural curiosity, and drive to grow your technical skill set

· Happy to pitch in with occasional (paid) overtime during peak periods

· A full UK driving licence and access to a vehicle (essential due to location)