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

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.

• 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

• 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

• 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

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