Level 2 IT Engineer

As a Level 2 Engineer you’ll be the escalation point for our 1st line team and a hands-on resource on project work alongside our Level 3 engineers. Most of your work is remote, with occasional client site visits.

We’re open to engineers from either background: an MSP or IT support business, or an internal IT team in a larger organisation. What matters is that you know the Microsoft stack properly and you’re used to owning a problem through to resolution.

What you’ll be doing

• Taking escalated tickets from 1st line and owning them through to resolution
• Troubleshooting across desktops, servers and networks - the issues that don’t have an obvious answer
• Supporting Windows Server (2016-2025), Active Directory, Group Policy, DNS/DHCP and file/print services
• Administering Microsoft 365 - Exchange Online, SharePoint, Teams, OneDrive, Intune and Entra ID
• Configuring and troubleshooting firewalls, switches, routers and VPNs
• Monitoring backup and disaster recovery, patching and security compliance
• Supporting project delivery: migrations, infrastructure upgrades and cloud transitions
• Client onboarding, infrastructure audits and keeping documentation genuinely useful
• Working tickets through our PSA to SLA, with accurate notes and time logs, * Tell us about your current technical support experience - whether that’s in an MSP, or supporting internal IT in a larger organisation. How long, and what does the work involve day to day?
• Have you used a PSA or RMM platform? If so, which ones, and what were you doing in them?
• Our office is in Liverpool city centre. This role is office-based, with one day a week from home available after probation. Are you able to work on that basis?

Licence/Certification:

• Driving Licence (preferred)

• 2-4 years in a hands-on technical support role - in an MSP, or supporting internal IT in a medium to large organisation
• Solid Microsoft grounding: Windows Server, Active Directory, Group Policy, DNS/DHCP
• Microsoft 365, Entra ID and Intune administration; Exchange Online including hybrid
• Networking fundamentals - TCP/IP, VLANs, VPNs, routing and switching - and firewall configuration
• Experience with endpoint management, patching, antivirus and EDR
• Familiarity with virtualisation and with backup and DR concepts
• The initiative to research an unfamiliar problem and see it through rather than passing it on
• Clear communication with clients - most of our reputation is built here
• Full UK driving licence for occasional site visits

Useful but not essential: PowerShell scripting, Windows 11 and Autopilot deployment, experience with a PSA or RMM platform (we run Halo PSA), and any of MD-102, MS-900, AZ-900, CompTIA Network+/Security+ or ITIL Foundation.

• Up to £37,000 depending on experience
• Hybrid working - Liverpool city centre office, with one day a week from home after successful completion of probation
• Funded training and certifications; we’ll back you to get qualified
• A defined route from Level 2 to Level 3
• Private medical insurance
• Company pension
• Regular company events

Job Types: Full-time, Permanent

Pay: Up to £37,000.00 per year

Benefits:

• Company events
• Company pension
• Private medical insurance

Gardner Systems has been solving technology problems for UK businesses since 1985. We’re a Liverpool-headquartered technology company working with close to 300 clients - from SMEs through to household names - across IT support, Microsoft 365 and Azure, connectivity, VoIP and mobile, cybersecurity and Cyber Essentials.

We’ve grown six-fold in the last four years, and we’re still growing. That matters for this role: we’re building the team out, not backfilling it, so there’s genuine room to move.