2nd Line IT Support Engineer

2nd Line IT Support Engineer (Field & Remote) - 40,000/ 45,000 - Peterborough

Principal IT are currently working with a leading Managed Service Provider who are looking to recruit an experienced IT Support Engineer to join their growing technical team. This is an excellent opportunity for a customer‑focused engineer who enjoys a mix of remote support, onsite work, and hands‑on troubleshooting across a broad range of modern technologies.

Based from their Peterborough office, with regular travel to customer sites including Heathrow, this role will primarily support a key strategic client while also assisting across the wider managed services customer base. The successful candidate will play an important role in delivering high‑quality support services, maintaining strong client relationships, and contributing to ongoing service improvements within a fast‑paced MSP environment.

As an IT Support Engineer, you will provide both remote and onsite technical support across a variety of customer environments. You will be responsible for diagnosing and resolving escalated technical issues, supporting infrastructure and cloud technologies, and ensuring excellent customer service delivery at all times.

This role would suit someone with previous MSP or service desk experience who enjoys working across multiple technologies and building strong client relationships.

• Provide 2nd line technical support across customer environments
• Resolve escalated incidents from the 1st line support team
• Deliver both remote and onsite support where required
• Troubleshoot issues across systems, networks, infrastructure, and applications
• Manage and update tickets through the service desk platform
• Ensure tickets are progressed within agreed SLAs
• Escalate complex technical issues to senior engineers where necessary
• Attend customer sites to deliver onsite technical support
• Create and maintain technical documentation and knowledge base articles
• Monitor infrastructure alerts through RMM and monitoring platforms
• Support ongoing service improvement and automation initiatives
• Promote IT security best practices across customer environments
• Build strong working relationships with customers and stakeholders

You will gain exposure to a broad range of technologies including:

• Microsoft 365
• Exchange Online
• Share Point
• Microsoft Teams
• Entra  / Azure Active Directory
• Intune / Endpoint Management
• Windows 10 & Windows 11
• Windows Server
• Microsoft Defender

• Microsoft Azure
• VMware & Hyper‑V
• Backup & Disaster Recovery solutions
• Identity & Access Management

• Cisco Meraki
• Firewalls
• VPN connectivity
• Network troubleshooting

• RMM platforms
• Service desk systems
• Remote support tools
• Monitoring & alerting systems

• Minimum 2 years’ experience within an IT support, MSP, or service desk environment
• Strong troubleshooting and diagnostic skills
• Experience supporting Microsoft 365 environments
• Good understanding of networking technologies
• Experience using ticketing and remote support systems
  
  Excellent communication and customer service skills
• Strong organisational and prioritisation abilities
• Full UK driving licence
• Willingness to travel to customer sites when required

• Microsoft Associate Certification (MD-102 or MS-102) or equivalent

• AZ-104
• SC-300
• Cisco Meraki certifications

If you are an experienced 2nd line IT support engineer looking to step into a delivery-focused role with strong career development opportunities, we would love to hear from you.