2nd Line Engineer

Salary: 32-37k
Location: Bristol (Hybrid)
Type: Full-time, permanent

We are recruiting on behalf of an established Bristol-based managed service provider with a reputation for strong engineering discipline and high-quality service. They are looking for a 2nd Line Engineer to join their team.

If you want a role where you are more than a "ticket-closer", and where you can be a mentor and a key contributor to technical processes, this could be the move for you.

As a Tier-2 escalation engineer, you will own the resolution of complex issues that go beyond the initial support desk. You will work within a modern tech stack (Microsoft 365, Azure, Intune and high-level networking) supporting a diverse SME customer base.

Key responsibilities include:

• Technical Escalations: Resolving complex issues across M365 (Exchange, SharePoint, Teams), Intune and Entra .
• Infrastructure & Networking: Troubleshooting firewall rules, VPNs, VLANs and hybrid identity setups.
• Mentorship: Supporting 1st line and apprentice engineers through pair-troubleshooting and knowledge transfer.
• Continuous Improvement: Identifying recurring ticket patterns and authoring runbooks to improve team efficiency.

The company hires based on the GWC principle: you Get the role, you Want it, and you have the Capacity to deliver.

• Experience: 2+ years in an MSP 2nd line role or a senior in-house IT support position.
• M365 Knowledge: Proficient in admin tasks. Certifications such as MS-900 are expected, while MS-102 or endpoint admin certifications are highly preferred.
• Networking: Solid understanding of DNS, DHCP and firewalls. Experience with Aruba, Ubiquiti or Dray Tek is a plus.
• Tooling: Familiarity with PSA/RMM tools such as HaloPSA and Datto, or equivalents like Connect Wise or Ninja One.
• Communication: Calm, clear and professional written communication skills.