L2 Support Technician/IT Support Engineer
Listed on 2026-09-20
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IT/Tech
IT Support, HelpDesk/Support, Technical Support, Systems Administrator
We are looking for an experiencedL1/L2 IT Support Engineer to join our growing MSP team.
This is a hands-on support role working across multiple customer environments. You will provide technical support viaphone, email, Whats App and remote support tools, taking ownership of issues from initial contact through to resolution.
The role would suit someone who is comfortable working in a busy MSP environment, can manage several issues at once and has the technical confidence to troubleshoot beyond basic first-line support.
Key Responsibilities- Provide Level 1 and Level 2 technical support to MSP customers.
- Support users via phone, email, Whats App and remote support tools.
- Troubleshoot Microsoft 365, Windows, email, user account, application and connectivity issues.
- Support and troubleshoot
Azure Virtual Desktop (AVD)environments. - Manage multiple tickets and customer requests at the same time.
- Keep customers updated and maintain clear ticket notes.
- Assist with user onboarding and offboarding.
- Manage permissions, accounts and general Microsoft 365 administration.
- Diagnose issues before escalating to senior engineers where required.
- Support the wider IT team with customer projects, changes and recurring technical issues.
- Provide on-call or out-of-hours support when required.
- Previous experience working in an
MSP, IT support company or busy service desk environment
. - Strong Level 1 support skills with experience handling Level 2 issues.
- Good knowledge of Microsoft 365 and Windows environments.
- Strong troubleshooting and problem-solving skills.
- Ability to manage multiple tasks and priorities.
- Confident speaking to customers over the phone.
- Organised, reliable and able to take ownership of technical issues.
- Willingness to participate in on-call support when required.
- Exchange Online
- SharePoint and One Drive
- Active Directory
- VPNs and networking
- Firewalls
- RMM tools
- Supporting remote users
You will be joining a growing technical team supporting a range of business customers.
This is not a scripted call-centre helpdesk role. We are looking for someone who can investigate problems properly, take responsibility for customer issues and work efficiently in a fast-paced MSP environment.
The successful candidate will be expected to work from our office near Manchester Airport.
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