2nd Line Support Engineer

2nd Line Service Desk Engineer

Location:

Gloucester (Hybrid working – 2–3 days per week from home)
Type:
Permanent
Salary:
Up to £33,000 DOE

Overview

I am working with a well-established and growing Managed Service Provider (MSP) based in Gloucester who are looking to recruit a 2nd Line Service Desk Engineer. This is an excellent opportunity for an experienced support engineer to join a busy technical team supporting a diverse client base in a fast-paced MSP environment.

The successful candidate will act as an escalation point from 1st line, taking ownership of incidents and service requests while delivering a high level of customer service.

Key Responsibilities

* Provide 2nd line technical support to multiple MSP clients via phone, email, and remote support tools

* Handle escalated tickets from the 1st line team, ensuring issues are resolved within agreed SLAs

* Troubleshoot and support Windows 10/11 and Windows Server environments

* Administer and support Microsoft 365 services including Exchange Online, Teams, SharePoint, and One Drive

* Manage Active Directory, Group Policy, user accounts, permissions, and security groups

* Diagnose and resolve networking issues including DNS, DHCP, TCP/IP, VPNs, and firewall-related problems

* Support onboarding and offboarding of users and devices

* Maintain accurate ticket updates and technical documentation

* Escalate complex or unresolved issues to 3rd line support when required

* Work collaboratively with internal teams to improve service delivery and processes

Required Skills & Experience

* Proven experience in a 2nd line IT support role, ideally within a Managed Service Provider environment

* Strong knowledge of Microsoft Windows desktop and server operating systems

* Experience supporting Microsoft 365 and cloud-based services

* Solid understanding of networking fundamentals and troubleshooting

* Experience using ticketing systems and remote support tools

* Strong communication skills with a customer-focused approach

* Ability to manage and prioritise a varied workload in a busy support environment

Working Arrangement & Benefits

* Hybrid working model: 2–3 days per week working from home

* Private health and dental care

* Paid charity leave

* Funded training and industry recognised certifications

* Office-based days in Gloucester

* Opportunity for training, development, and career progression

* Supportive team culture within a growing MSP

Eligibility

All applicants must have the right to work in the UK and be within a commutable distance of the Gloucester office. Sponsorship is not available for this role