Senior Support Engineer (2nd line)

MSC IT Solutions is a growing IT Managed Service Provider with a clear focus on the education sector - schools, academies, MATs and colleges across the UK. We’re looking for an experienced Senior Support Engineer to join our team at our Hartlepool office.

This is a technically demanding role at the heart of what we do. You’ll be the escalation point for our school-based engineers, taking ownership of complex incidents, delivering remote project work, and helping to shape the technical direction of a business that’s growing fast and going places.

We’re not just looking for someone to fill a seat. We want someone who’s genuinely excited by what MSC is building - an ambitious, education-focused MSP with a strong client base and a clear plan - and who wants to grow with us as we grow. There’s real opportunity here for the right person.

THE DAY TO DAY

• Own and resolve 2nd line incidents and service requests across our client estate - schools, academies and SME businesses

• Administer Microsoft 365 and Azure environments for clients - users, licences, Exchange Online, SharePoint, Teams, Entra ID

• Support Windows Server environments, Active Directory, Group Policy and DNS/DHCP

• Troubleshoot endpoint, connectivity and application issues remotely, escalating to 3rd line where required

• Deliver a high standard of client communication - you’ll be talking to school staff and business owners who aren’t always technical

• Contribute to documentation and knowledge base to support the wider team

• Occasional travel to client sites and schools across the region when required

Essential:

• Proven 2nd line IT support experience in an MSP or multi-client environment

• Solid Microsoft 365 administration - Exchange Online, SharePoint, Teams, licencing, user management

• Azure AD / Entra ID - user and group management, basic conditional access, MFA

• Windows Server, Active Directory and Group Policy administration

• Strong troubleshooting approach - you own tickets through to resolution

• Excellent client-facing communication - clear, calm and professional with non-technical users

• Comfortable working remotely and managing your own workload

Desirable:

• Networking experience - VLANs, firewalls, managed Wi-Fi, switching

• Experience with backup and RMM tooling

• Familiarity with Autotask PSA

• Experience supporting school or education environment, * How many years of delivering support in an education setting do you have?, * 2nd Line Engineer: 1 year (preferred)
• MSP: 1 year (preferred)

Pay: £28,000.00-£32,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Employee discount
• On-site parking
• Private medical insurance

MSC IT Solutions is a growing Managed Service Provider with a clear focus on the education sector. Founded by Mark Cronin with an ambition to build one of the most effective education-focused MSPs in the country, we work with schools, academies, MATs and colleges across the UK and are expanding rapidly.

We’re a close-knit team that works hard, supports each other, and takes genuine pride in what we deliver for our clients. This is a business at an exciting stage - growing its client base, investing in its people, and building something worth being part of.