2nd Line IT Engineer

Location: Oxfordshire

Role: 2nd Line IT Engineer
Type:
Full Time, Permanent
Salary: £30,000 - £37,000

About the Role

My client, a well-established and multi-award-winning Managed Service Provider, is looking to recruit an experienced 2nd Line Engineer to join their growing technical team. This is a fantastic opportunity to join a business that has built a strong reputation for technical excellence, staff development, and a genuinely positive workplace culture.

My client has achieved consistent year-on-year growth and holds accreditations across IT security, cloud, and managed services, including recognised partner-level status with leading security vendors. They pride themselves on investing in their people, supporting internal progression, and creating an environment where employees can thrive both professionally and personally.

The Role

The Tier 2 team is responsible for supporting, investigating, and resolving issues across my client's MSP customer base, ensuring all tickets are handled promptly and to a high standard.

Key Responsibilities

Acting as first point of contact for incoming support calls, emails, and remote sessions where required
Serving as an escalation point for apprentice and Tier 1 engineers
Logging all support interactions accurately and keeping clients updated throughout
Managing incidents and requests in line with agreed SLAs
Supporting continuous improvement initiatives alongside the Tier 2 Manager
Mentoring and supporting apprentice and Tier 1 engineers
Liaising daily with clients on open tickets and managing expectations
Working with clients' third-party suppliers and vendors as needed
Maintaining and improving cloud infrastructure
Drafting Requests for Change
Managing client on/offboarding processes end-to-end
Keeping client documentation accurate and up to date

What We're Looking For

Essential:

Strong knowledge of Windows 11 installation and configuration
Strong knowledge of macOS installation and configuration
Solid experience with the Microsoft 365 administrative suite (Intune, SharePoint, Teams, Exchange, Entra )
Exposure to email filtering technologies (e.g. Mimecast, Barracuda, or similar)
Exposure to Microsoft Server operating systems and server roles
Working knowledge of networking fundamentals (firewalls, switches, wireless)
At least 2 years' experience supporting medium-to-large businesses
Good scripting and automation knowledge
Excellent communication and customer service skills
Strong troubleshooting and problem-resolution ability
Comfortable working independently under pressure
Minimum 3 years' IT experience in a corporate or service-based environment
Full driving licence and own transport
Willingness to undergo a DBS check

Desirable:

Relevant security/firewall vendor certifications
Microsoft certifications (e.g. MS-102, MD-102, MS-700, AZ-900)
Apple support certifications
CompTIA A+
Wireless management platform experience
Group Policy/Intune policy deployment experience
Previous MSP experience

What's on Offer

25 days' holiday, rising with service, plus bank holidays
Flexible/hybrid working options
Healthcare cash plan
Discounted gym membership
Cycle to work scheme
Electric vehicle scheme
Paid charity day
On-site parking

If this sounds like the right next step for you, please apply and I'll be in touch to discuss further