2nd Line IT MSP Support Engineer

Salary: £26,000 - 34,000 per year

Requirements

• We require proven experience in a 2nd Line IT Support role, or at least 2 years in a 1st line role with evidence of strong development in skills and responsibilities.
• We require experience working in an MSP environment and an understanding of the operational tempo and rigorous time and activity recording it requires.
• We require good working knowledge of Microsoft Windows Server, Microsoft 365, and hybrid cloud environments.
• We require strong knowledge of Windows 10 and 11, including installation, configuration, and troubleshooting from both admin and user perspectives.
• We require proficiency in networking fundamentals, including IP, DNS, DHCP, VPN, firewalls, and Wi-Fi.
• We require excellent problem-solving and analytical skills.
• We require strong customer service skills and the confidence to speak directly with clients to resolve issues professionally.
• We require the ability to work independently and as part of a team in a remote-working environment.
• We require strong written and spoken English, with the ability to explain technical concepts in non-technical language.
• We require a valid UK driving licence and access to a vehicle for client site visits, with business insurance in place.
• We require candidates to live within our operational area and be prepared to travel across it as needed.
• We require UK-based candidates with the right to work in the UK.
• We require candidates to pass DBS and BPSS background security checks.
• We require a reliable, high-speed internet connection at the home working location.
• We require the ability to maintain a secure home working environment aligned with Cyber Essentials principles.

Responsibilities

• We provide troubleshooting and resolution for client issues in Windows client environments, Windows Server, Microsoft 365, networking, cybersecurity, and cloud-based telephony.
• We escalate complex issues to senior engineers where necessary and ensure SLA adherence.
• We maintain customer satisfaction through prompt, clear communication and effective ticket closure.
• We conduct cyber vulnerability remediation to help clients remain compliant with standards such as Cyber Essentials and NIS2.
• We assist in planning and implementing new IT solutions and upgrades for client environments.
• We conduct system monitoring and patch management to reduce downtime and security risks.
• We support cybersecurity initiatives such as vulnerability scans, compliance checks, and incident response planning.
• We document procedures and contribute to best practices.
• We work remotely for most of the role, with on-site visits as required for issues that cannot be resolved remotely or for equipment installation and decommissioning.
• We collaborate closely with our Senior Technical Consultant and wider team.
• We may undertake occasional evening, weekend, and overnight travel work when required and agreed in advance.

Technologies

• Cloud
• Support
• Microsoft 365
• Mobile
• Security
• VPN
• Windows
• Office 365
• Azure
• Hyper-V
• Network
• SharePoint
• VMware

More

We are a friendly, professional team that values integrity, reliability, and continuous improvement. We have seen strong growth heading into 2026, with more clients and more projects to support, and this role offers a mix of reactive helpdesk support and proactive project work. The position is remote-first, with around 75% or more of work typically carried out remotely, and is based in our operating area covering the West Midlands, Wales, and the M40/M1 corridor to London from the Midlands. We offer a competitive salary of £26,000 to £34,000, standard pension contributions, 28 days holiday including public holidays plus an extra day for your birthday, a company laptop and mobile phone, mileage and travel expense reimbursement, training support, structured career progression, regular team meet-ups, technical development sessions, and the opportunity to trial new technology at home. We work Monday to Friday, 09:00 to 17:30, with flexibility for earlier starts and occasional overtime or time in lieu for evening and weekend work.

last updated 34 week of 2026