Second Line Support

We're an IT Managed Service Provider where hiring talented technical people and grinding them down with endless ticket work is a big no-no.

We know skilled engineers burn out when they're stuck doing password resets and repetitive support.

They believe fairness means giving engineers actual engineering work that is both challenging and enjoyable.

So they've structured this role to do exactly that - support work mixed with real projects, clear progression, and a small team where you're not just a resource or a number!

THE ROLE:

• Second Line / MSP Engineer at a Bristol MSP with a starting salary of £30,000 up to £35,000 for more experienced engineers.
• Your actual job title is AI and Technology Consultant, and tasks / projects will resemble Second Line Support and projects for our clients.
• You'll handle escalated support tickets from the service desk - real technical challenges that need solving. No service desk/password resets.
• You'll also work on projects:
  Cyber Essentials assessments, Microsoft Copilot rollouts, workflow automation implementations as well as hardware builds. The work rotates so everyone does a mix - which means you're learning constantly and nothing gets boring.
• The service desk books your time, so you know what you're doing and when. No chaos. No surprise calls. You work within a documented framework - which means you're learning how to scale, not just firefighting.
• You'll use HaloPSA, NinjaRMM, Connect Wise Control, Sentinel One, Huntress EDR, Microsoft 365 and AI.
• Client site visits happen as and when needed - maybe once a month, not twice weekly.
• Your job title will be AI and Technology Consultant (we look for Second Line IT Support people because that is a more traditional job title).
• Most of your work is remote.
• You're part of a small technical team with direct access to your manager (Louis) and leadership.

PROGRESSION IS REAL HERE:

• You're not spending three years at level one waiting for someone to leave.
• We have a clear skills matrix. You know exactly what you need to do to develop and progress.
• Everyone who joins at this level and actually engages moves up. Some faster than others - that depends on how hard you push and how much you want to learn.
• Six-month and twelve-month reviews with clear progression targets. You have real conversations about your development, not generic HR tick boxes.

WHAT WE'RE LOOKING FOR:

• 2 - 3 years IT Support experience (you understand how managed services actually work - service desk triage, SLAs, client expectations, the difference between support and projects).
• Strong technical fundamentals:
  Windows Server, M365, core networking, comfort with the MSP tech stack.
• Security tooling or Cyber Essentials experience (or genuine willingness to learn - not just "I'll figure it out").
• You care about learning. New certs, new tech, industry evolution - you're into it.
• You work well in a team. You're not the type who needs complete autonomy to feel valued. You understand why processes matter when you're scaling.
• You're honest. If you don't know something, you ask. If you mess up, you own it. If you don't understand the process, you say so. That's how they work.
• Driving licence and car to get to client sites perhaps twice a month.

WHY THIS MATTERS:

• HFBAC (our talent partner) supports companies to hire people into roles where the culture actually supports them.
• That is what we do here at We Do Your Group.
• Small team where your manager actually knows what you're doing. Not a big company where you're just a resource or just a number. People know your name and invest in your development.
• Their genuine FAMILY values (Fairness, Accountability, Mentorship, Innovation, Long-term thinking, You - people first). They actually mean it. Active DISC profiling, values embedded in hiring and management.
• We are potentially growing through acquisition. Real opportunity for progression if you're good and you want to grow.
• 20 days holiday plus bank holidays. 10 days sick leave from day one. Pension. Friday breakfast. Stocked kitchen. And a team that looks out for each other.
• Clear feedback loops. They're always evolving and they need people who want to be part of that.

WHAT WON'T WORK:

• If you need complete autonomy and hate processes, this isn't it. They're process-driven because they're scaling, and they can't do every job differently.
• If you're cynical about AI and how businesses can be guided by the team to use it efficiently, effectively and safely, this isn't for you.
• If you're not actually interested in technical growth, just chasing a job title - this isn't for you.
• If you can't be honest when you don't know something - that's a problem.

Yet if you're stuck in your current role waiting for your chance, you're organised, you want real progression, and you want to work with good people - this is it.

Recruiting for We Do Your Group Limited | Bradley Stoke, Bristol