2nd Line Support Engineer

WSR are looking for a 2nd Line IT Support Engineer to join the team of our MSP client based in Leeds.

Salary: £32K - £35K

Role Type:
Permanent

Do you thrive in fast-paced environments where no two days are the same? We're looking for an experienced 2nd Line IT Support Engineer to deliver exceptional Tier 1 and Tier 2 support directly to our clients.

Our client is a growing Managed Service Provider, seeking a skilled IT Support Engineer with proven 2nd Line support experience to join their dynamic technical team. This is an excellent opportunity for an engineer passionate about delivering high-quality support across diverse client environments.

Key Responsibilities

Deliver professional Tier 1 and Tier 2 technical support, resolving end-user queries via remote tools or on-site visits
Take full ownership of incidents and service requests, ensuring resolution within defined SLAs
Manage an active ticket queue, documenting troubleshooting steps, updates, and current statuses
Maintain accurate client documentation through established change processes
Create and update internal knowledge base articles to support both engineering teams and clients
Assess client IT systems and recommend performance or security improvements
Proactively manage and maintain client systems including Microsoft Exchange, Active Directory, cloud storage, disaster recovery, and VoIP platforms
Advise clients on hardware solutions including laptops, Wi-Fi access points, storage devices and more
Liaise with third-party vendors to escalate and resolve hardware/software issues
Install, configure and repair hardware, software, and peripheral equipment in line with specifications
Maintain and upgrade networking hardware, including installing new units and implementing required modifications
Research emerging technologies and contribute to client infrastructure upgrades
Provide technical guidance to clients to enhance system performance and IT strategy
Assist with project-related work including design, implementation, and testing
Skills & Experience Required

Strong knowledge of Windows 10/11 and macOS
Hands-on experience with LAN/WAN/Wi-Fi networking, including troubleshooting and configuration Solid understanding of Windows Server 2012/2016/2019, Active Directory, DNS, DHCP, DFS, Hyper-V, ADFS, and FAP
Knowledge of PC setup, TCP/IP networking and system configuration

Experience with cloud platforms such as Office 365, Google Workspace, AWS or Azure
Ability to troubleshoot client-side apps (e.g. Microsoft Office)
Advanced problem-solving skills with a proactive mindset
Exceptional written and verbal communication, with confidence speaking to users at all levels
Please click ‘APPLY NOW’, or call the WSR Team at (phone number removed) for more info. We appreciate the time and effort invested in your application. While we strive to respond to all applicants promptly, we kindly ask for your understanding in case of delays. If you do not hear from us within 10 days of submitting your application, please assume that, unfortunately, you have not been successful this time.

We will however keep your CV on file and review your suitability against any other vacancies we may have available