2nd Line Support Engineer

Salary: £30,000 - 35,000 per year

Requirements

• We require at least 2 years of experience supporting servers, networks, printers, PCs, and applications.
• We require proven experience with enterprise and mainstream technologies, primarily Microsoft front-end and back-end products, anti-virus platforms, and backup platforms and operations.
• We value experience with Citrix, VMware, and Cisco technologies.
• We require experience managing, maintaining, and supporting peripheral equipment such as routers, switches, hubs, UPS units, and printers.
• Industry-recognised accreditations such as MCP, MCSA, MCSE, CCA, and CCNA are highly desirable.
• We are looking for someone who can work independently and as part of a team.
• We expect a professional approach to customer service, communication, and documentation.

Responsibilities

• We provide 2nd line technical support to all customers.
• We resolve customer incidents as quickly as possible, both on-site and off-site.
• We take responsibility for meeting and exceeding our department service level agreements.
• We work closely with 1st and 2nd line support colleagues and field engineers to maintain strong communication.
• We ensure customer and our solution equipment and goods are installed to appropriate standards and industry best practice.
• We provide occasional support for managed services operations, including weekend tasks.
• We assist the service team with technical design, implementation, and support for customer incidents and projects.
• We undertake customer audits and produce appropriate documentation.
• We create and maintain customer infrastructure and service documentation.
• We manage the change control process and maintain accurate digital records.
• We ensure each service incident or installation is tested in line with the client sign-off process and stored correctly.
• We work independently as part of the service team to deliver high-quality support.
• We take on additional duties as needed to support the business.
• We review customer infrastructures to identify additional opportunities.
• We suggest improvements to support the ongoing development of the service department.

Technologies

• Citrix
• Cisco
• Support
• VMware
• Backend

More

We are a supportive and fast-paced MSP environment based in Northampton, close to the town centre, offering a modern workplace and hybrid working after probation, with up to two remote days per week. We provide a salary of £30,000 to £35,000 depending on experience, flexible shift patterns between 7am and 7pm, subsidised health care and medical benefits, 25 to 30 days of annual leave plus bank holidays, optional unpaid leave, and a structured progression plan with training and a mentor programme. Our culture is social, fun, hard working, and supportive, and we also offer incentives, top-quality technology for office and home working, and opportunities for career growth.

last updated 20 week of 2026