2nd Line IT Support Analyst

Role: 2nd Line IT Support Engineer

Location: Blackburn

Salary: £30,000 - £34,500

Are you an experienced IT Support professional with strong networking skills and a passion for delivering exceptional customer service?

We're recruiting for a growing Managed Service Provider seeking a 2nd Line IT Support Engineer to join their technical support team. This is an excellent opportunity for someone who enjoys troubleshooting complex issues, supporting a varied client base, and developing their technical expertise across infrastructure, networking, and cloud technologies.

A full UK driving licence and access to a vehicle are essential, as occasional travel to customer sites will be required.

As a 2nd Line IT Support Engineer, you'll act as a key escalation point for technical issues, supporting a wide range of customers across multiple environments. You'll take ownership of incidents, service requests, and infrastructure‑related issues, ensuring they are resolved efficiently and within agreed SLAs.

You’ll work closely with both internal teams and clients, providing expert technical support while contributing to projects, system improvements, and ongoing service delivery.

• Act as an escalation point for 1st Line Support Engineers
• Diagnose and resolve complex hardware, software, server, and network issues
• Manage incidents, service requests, and problems through to resolution
• Provide onsite and remote support to customers
• Assist with infrastructure projects and service improvements
• Support virtualised server environments and cloud‑based technologies
• Create and maintain technical documentation and knowledge base articles
• Monitor system performance and identify opportunities for optimisation
• Mentor junior team members and share technical knowledge
• Maintain excellent customer communication throughout the support lifecycle

• Previous experience in a 2nd Line IT Support, Service Desk, or Infrastructure Support role
• Strong networking knowledge, including:
  • Network troubleshooting
  • Switches, routers, and firewalls
  • Network patching and cable termination
  • TCP/IP, DNS, DHCP, and VLANs
• Experience supporting Microsoft Windows Server environments
• Knowledge of Microsoft 365 and Azure technologies
• Experience with virtualisation technologies such as VMware or Hyper‑V
• Excellent troubleshooting and diagnostic skills
• Strong customer‑facing communication skills
• Full UK driving licence and own vehicle

• Microsoft, CompTIA, Cisco, or other industry certifications
• Experience with in an MSP environment
• Exposure to cybersecurity solutions and best practices
  
  Experience supporting backup and disaster recovery solutions

• Salary of £30,000 - £34,500
• Ongoing training and professional development
• Industry certification support
• Clear progression opportunities
• Company events and team activities
• Flexible working arrangements as the role develops
• Eye care scheme
• Supportive and collaborative team environment