2nd Line Support Engineer

Salary: £29,000 - 33,000 per year

Requirements

• Proven experience in a 2nd line IT support role, ideally within a Managed Service Provider environment
• Strong knowledge of Microsoft Windows desktop and server operating systems
• Experience supporting Microsoft 365 and cloud-based services
• Solid understanding of networking fundamentals and troubleshooting
• Experience using ticketing systems and remote support tools
• Strong communication skills with a customer-focused approach
• Ability to manage and prioritise a varied workload in a busy support environment

Responsibilities

• Provide 2nd line technical support to multiple MSP clients via phone, email, and remote support tools
• Handle escalated tickets from the 1st line team, ensuring issues are resolved within agreed SLAs
• Troubleshoot and support Windows 10/11 and Windows Server environments
• Administer and support Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive
• Manage Active Directory, Group Policy, user accounts, permissions, and security groups
• Diagnose and resolve networking issues including DNS, DHCP, TCP/IP, VPNs, and firewall-related problems
• Support onboarding and offboarding of users and devices
• Maintain accurate ticket updates and technical documentation
• Escalate complex or unresolved issues to 3rd line support when required
• Work collaboratively with internal teams to improve service delivery and processes

Technologies

• Active Directory
• Cloud
• Firewall
• Support
• Microsoft 365
• Security
• SharePoint
• TCP/IP
• Windows
• Office 365

More

We are a well-established and growing Managed Service Provider (MSP) based in Gloucester, looking to recruit a 2nd Line Service Desk Engineer. This position offers an excellent opportunity for an experienced support engineer to join our busy technical team, supporting a diverse client base in a fast-paced environment. We provide a hybrid working model, private health and dental care, paid charity leave, and funded training for industry-recognized certifications. Our supportive team culture fosters training, development, and career progression.

last updated 14 week of 2026