2nd Line Service Desk Engineer

Overview

2nd Line Service Desk Engineer – Warrington (Office-based)

Full-time | Competitive salary (based on experience)

A minimum of 3 years’ experience working in an MSP environment is essential. Applications without this experience will not be considered.

At IDT Support Solutions, we’re looking for a capable and motivated 2nd Line Service Desk Engineer who enjoys working through tickets efficiently, takes pride in solving issues quickly, and wants to continue building their technical career within a high-performing team. This is a great opportunity for someone who enjoys variety, responsibility, and the satisfaction of clear results.

You’ll be responsible for delivering high-quality 2nd line support while also managing and progressing 1st line tickets.

• Take ownership of 1st and 2nd line support tickets — maintaining flow and meeting SLAs
• Work across a broad technical environment — including Microsoft 365, Azure, networking, virtualisation, and hardware
• Use monitoring tools to identify and resolve issues proactively
• Work alongside experienced engineers — gaining exposure to more complex challenges and supporting continuous service improvement
• Develop your skills and prepare for progression — including routes into 3rd line roles or technical specialisms
• This is a full-time, office-based position in Warrington. Participation in an out-of-hours rota is not currently required but may be introduced in future to support international clients in Los Angeles and New York.

IDT Support Solutions is a fast-growing MSP known for responsive, accountable IT support. We move quickly, focus on results, and value people who take ownership. You’ll be part of a supportive team that encourages learning, recognises hard work, and gives you the tools to succeed.

• Training and certification support
• Clear career progression into 3rd line or specialist roles

Please note: A minimum of 3 years’ experience working in an MSP environment is essential. Applications without this experience will not be considered.

You’ll also need:

• Solid experience with Windows Server, Microsoft 365, Exchange, and Active Directory
• Good working knowledge of networking (VLANs, Watch Guard firewalls, DNS, DHCP, TCP/IP)
• Familiarity with Azure and virtualisation (Hyper-V or VMware)
• Clear communication skills and a client-focused mindset
• A structured, efficient approach to resolving technical issues
• Flexibility to work away from home on occasion
• Bonus skills: macOS, Connect Wise, Acronis, Cisco switching, VoIP, Microsoft certifications.

If you're looking for a role where you can take control, keep learning, and make a difference every day — we’d love to hear from you.

Apply now and take the next step in your MSP career with IDT Support Solutions.