2nd Line IT Support Engineer

Position

We are looking for a 2nd Line IT Support Engineer to join our Managed Services team. You will act as a key escalation point for 1st line, owning incidents, service requests and change through to resolution and delivering a high standard of technical support across our customer base.

This role is ideal for someone who enjoys problem solving, working with modern Microsoft technologies, and contributing to continual service improvement within an MSP environment.

Mintivo is a Cloud-first Managed IT Service Provider based in Chippenham. Mintivo has grown +50% year on year. We have assembled a strong Board of Directors and Senior Leadership Team; built an incredible workforce, and have an extremely high reputation, winning multiple awards since our launch in 2018. With customers in a variety of sectors, this role is a fantastic opportunity to join a high-growth organisation that truly values both employees and customers as well as providing a huge amount of future career opportunities.

People & Culture is the heartbeat of Mintivo. We believe success is built from within and is why we are incredibly proud of our team, our working environment and our fun, friendly and inclusive office culture.

We live by our values. It is a fast paced, energetic and fun environment to be in. As an employee we will invest in you. We will invest in your training. We will invest our time and energy to help you develop your career and become the very best in your field of work.

#Team Mintivo isn’t just a cliched hashtag made up for social media - it’s a true reflection of what it’s like to work for us.

• Salary range up to £33,000 per annum, experience based and benchmarked in our industry and region
• Unlimited holiday
• Private Healthcare
• Performance and salary reviews
• Enrolment into the Mintivo Academy, aimed on your training and development needs with time available to complete during working hours
• Access to online courses, work related plus more, all at your fingertips
• Auto Enrolment pension scheme
• Staff and Customer referral scheme
• Great working atmosphere and balanced work environment – we are high performance and we take good care of each other
• Employee socials and events run by our Social Committee
• On site lounge area and Minchester bar
• Lots of cake and fruit
• And of course, you get to work for a fast-growing, modern, market leader like us!

Technical Support & Escalations

• Provide 2nd line support for incidents and service requests escalated from 1st line
• Troubleshoot and resolve issues across:
  • Microsoft 365 (Exchange Online, SharePoint, One Drive, Teams)
  • Azure AD / Entra
• Windows 11 and Windows Server
• Networking (DNS, DHCP, TCP/IP, VPNs, firewalls)
• Perform root cause analysis and implement permanent fixes
• Liaise with 3rd line engineers where required

Managed Services Delivery

• Manage tickets within SLA targets using the PSA system
• Proactively identify recurring issues and recommend improvements
• Carry out scheduled maintenance, patching, and system health checks
• Complete regular onsite visits for tier 1 clients.

Security & Compliance

• Support endpoint security, MFA, Conditional Access, and backup solutions
• Assist with Cyber Essentials / security best practices
• Identify and elevate potential security incidents appropriately

Documentation & Knowledge Sharing

• Create and maintain technical documentation and knowledge base articles
• Provide feedback and mentoring to 1st line engineers
• Contribute to service improvement initiatives and automation where possible

Essential

• Previous experience in a 2nd Line IT Support role, within an MSP
• Strong knowledge of Microsoft 365 and Windows environments
• Experience supporting multiple customers and managing priorities
• Confident troubleshooting hardware, software, and network issues
• Excellent customer service and communication skills
• Experience with Azure / Intune / Endpoint Manager
• Familiarity with RMM and PSA tools (e.g. HaloPSA, Autotask, Connect Wise)

Desirable

• Exposure to VoIP, firewalls (Fortinet, Sophos, Meraki), or backups
• IT certifications (Microsoft, CompTIA, ITIL)

• Methodical and calm under pressure
• Strong problem solving mindset
• Takes…