2nd Line IT Support Engineer - MSP

You’ll provide 1st and 2nd line technical support to our business customers, with a particular focus on resolving more complex 2nd line issues.

As part of a growing MSP team, this is a hands-on role and we’re looking for someone who is happy to get involved across the full range of customer support. While your technical capability should be at 2nd line level, you’ll also pick up and resolve 1st line issues when required rather than simply passing them on.

Alongside day-to-day support, you’ll be involved in customer onboarding, Microsoft 365 projects, migrations, networking, security and the ongoing development of our customers’ IT environments.

We use Datto RMM for remote monitoring and management and HaloPSA for service management, so previous experience with either platform would be particularly valuable.

What You’ll Be Doing

• Providing 1st and 2nd line IT support to business customers
• Taking ownership of technical issues from initial diagnosis through to resolution
• Managing and supporting Microsoft 365 environments
• Administering Microsoft Entra ID, identities and user access
• Managing Exchange Online, Teams and SharePoint Online
• Deploying and supporting Microsoft Intune
• Supporting Windows 10/11 devices
• Monitoring and managing customer environments through Datto RMM
• Managing tickets, customer information and service activity through HaloPSA
• Supporting endpoint security and cybersecurity solutions
• Managing backup and disaster recovery solutions
• Configuring and troubleshooting firewalls, switches, Wi-Fi and customer networks
• Deploying laptops, desktops and mobile devices
• Supporting customer onboarding, migrations and IT projects
• Creating and maintaining technical documentation
• Visiting customer sites when required
• Identifying ways to improve the security, reliability and performance of customer environments
• Supporting and configuring VoIP systems
• Helping us develop and refine our managed IT services as the business grows

For this role, we’re looking for someone who already has hands-on IT support experience and is comfortable working at 2nd line level.

Essential experience should include:

• Strong Microsoft 365 administration and troubleshooting
• Microsoft Entra ID
• Exchange Online
• Windows 10/11 support and troubleshooting
• Networking, including TCP/IP, DNS, DHCP and VLANs
• Firewalls, switches and wireless networks
• IT security and endpoint protection
• Troubleshooting complex technical issues
• Confident communication with customers
• The ability to take ownership of an issue through to resolution

You should be comfortable working directly with customers and explaining technical issues clearly to both technical and non-technical users.

Particularly Useful Experience

We’d be especially interested if you have experience with:

• Datto RMM
• HaloPSA
• Microsoft Intune
• Microsoft Azure
• SharePoint Online
• Backup and disaster recovery platforms
• Endpoint detection and response / cybersecurity platforms
• PowerShell or scripting
• VoIP
• Working within an MSP environment
• Microsoft certifications

Experience with Datto or Halo isn’t essential if you have strong experience with comparable RMM and PSA platforms.

The Person

Technical ability is important, but so is how you work.

We’re looking for someone who:

• Enjoys solving problems and getting to the root cause
• Takes ownership rather than simply escalating issues
• Is confident dealing directly with customers
• Is organised and communicates clearly
• Has a strong interest in cybersecurity and modern IT
• Wants to keep developing technically
• Enjoys being part of a growing business
• Likes the idea of helping to shape and improve the way an MSP delivers its services

This is an opportunity to join Blend at a particularly exciting point in the development of our managed IT business.

You’ll get:

• A competitive salary
• Exposure to a broad range of technologies
• A mix of technical support and project work
• Direct interaction with a varied business customer base
• Opportunities to develop your Microsoft, networking and cybersecurity skills
• A friendly, supportive team environment
• The opportunity to grow alongside a rapidly developing MSP
• A genuine opportunity to influence how our managed IT services evolve as we grow

We already provide businesses with connectivity, communications and technology services, and our managed IT offering is becoming an increasingly important part of what we do.

We’re looking for someone who wants to be part of that journey., * Casual dress

• Company pension
• Cycle to work scheme
• Free parking
• On-site gym
• On-site parking
• Paid volunteer time
• Work from home

Blend is a Cardiff-based technology provider delivering managed IT services, Microsoft 365, cybersecurity, business mobiles, hosted telephony and connectivity solutions to businesses across South Wales and the UK.

Our managed IT division is growing quickly, and we’re looking for an experienced 2nd Line IT Support Engineer to join us at an exciting stage of that growth.

This is a little different from a typical 2nd line support role. You’ll be joining a growing MSP operation where you’ll not only support customers and solve technical problems, but also have the opportunity to help shape how our IT services develop as we grow.

If you enjoy taking ownership, working directly with customers and want the opportunity to make a genuine impact rather than simply working through a ticket queue, we’d love to hear from you.