2nd Line IT Support Engineer

As a 2nd Line IT Support Engineer, you will provide technical support to a wide range of business customers. You will be responsible for diagnosing and resolving IT issues, supporting cloud and on-premise environments, assisting with project work, and delivering onsite support when required.

This is a varied role that offers exposure to Microsoft 365, networking, security, cloud technologies, desktop support, and infrastructure projects., * Provide 2nd line technical support to business clients.

• Investigate, troubleshoot and resolve escalated support tickets.
• Support Microsoft 365 environments, including:
• Exchange Online
• Microsoft Teams
• SharePoint
• OneDrive
• Microsoft Entra ID
• Support Windows 10 and Windows 11 desktop environments.
• Administer Active Directory, user accounts, permissions and Group Policy.
• Diagnose and resolve networking issues involving DNS, DHCP, VPNs, Wi-Fi and internet connectivity.
• Configure and deploy desktops, laptops, mobile devices and peripherals.
• Assist with cloud migrations, infrastructure upgrades and client projects.
• Maintain accurate documentation and ticket records.
• Deliver professional onsite support to customers across South Wales and surrounding areas.
• Build strong client relationships through excellent communication and customer service.

We are looking for a motivated and customer-focused 2nd Line IT Support Engineer to join our expanding team. This role is ideal for someone who enjoys solving technical problems, working with a variety of technologies, and providing outstanding support to clients both remotely and onsite., * Minimum 2 years’ experience in an IT support role.

• Previous experience working within an MSP environment is highly desirable.
• Strong Microsoft 365 administration skills.
• Experience supporting Windows desktop and server environments.
• Knowledge of:
• Active Directory
• Group Policy
• DNS
• DHCP
• TCP/IP
• VPN technologies
• Excellent troubleshooting and diagnostic skills.
• Strong communication and customer service skills.
• Ability to manage multiple priorities and work effectively under pressure.

Essential Requirements

• Full UK driving licence.
• Own vehicle available for business use.
• Willingness to travel regularly to customer sites.
• Professional and customer-focused approach.
• Right to work in the UK.

Desirable Skills

• Microsoft Intune.
• Microsoft Azure.
• Hyper-V or VMware.
• Sophos, WatchGuard or Fortinet firewalls.
• Backup and disaster recovery solutions.
• Cyber security technologies and best practices.
• Microsoft, CompTIA or ITIL certifications.

What We’re Looking For

The successful candidate will be:

• Friendly, professional and approachable.
• Passionate about technology and customer service.
• Self-motivated and eager to learn.
• Organised and detail-oriented.
• Comfortable working independently and as part of a team.
• Reliable and committed to delivering excellent service.

• Competitive salary (£28,000 - £33,000).
• Mileage reimbursement for customer visits.
• Company pension scheme.
• Ongoing training and certification support.
• Career progression opportunities within a growing MSP.
• Exposure to a wide variety of technologies and customer environments.
• Supportive and friendly team culture.

Pay: £28,000.00-£32,000.00 per year

Principality IT is a growing Managed Service Provider (MSP) delivering IT support, cloud solutions, cyber security services and technology consultancy to businesses across South Wales and the UK.

We pride ourselves on delivering exceptional customer service, building long-term client relationships, and helping businesses make the most of technology.