About the Company We're working with an established and growing IT Managed Services Provider (MSP) that delivers IT infrastructure, cloud, networking and telecommunications solutions to businesses across the UK.
With a strong customer base and continued investment in its technical capabilities, the business is looking to recruit a 2nd Line IT Support Engineer to join its expanding technical team.
This is a great opportunity for someone with solid IT support experience who enjoys troubleshooting, working with a variety of technologies and developing their technical skills within a supportive MSP environment.
The Role As a 2nd Line IT Support Engineer, you'll provide technical support to a range of business customers, resolving escalated issues and helping maintain their IT infrastructure.
You'll work across Microsoft technologies, networking, virtualisation, cloud services and telephony, gaining exposure to a broad range of customer environments.
Key Responsibilities:
- Provide 2nd Line technical support to customers, resolving hardware, software, networking and infrastructure issues.
- Troubleshoot and administer Microsoft 365, Exchange Online, SharePoint, Teams and OneDrive.
- Support Active Directory, Microsoft Entra ID and Microsoft Intune environments.
- Troubleshoot Windows Server, user permissions, Group Policy and associated infrastructure.
- Diagnose networking issues involving firewalls, VPNs, Wi-Fi, switches and internet connectivity.
- Support virtualisation platforms including VMware and Hyper-V.
- Assist with backup and disaster recovery solutions, including Veeam.
- Provide support for VoIP and telephony systems, including 3CX.
- Manage and resolve support tickets in line with agreed SLAs.
- Assist with customer onboarding, system deployments and infrastructure improvements.
- Attend customer sites when required to provide technical assistance.
- Maintain accurate technical documentation and communicate effectively with customers.
Skills & Experience We're looking for someone with previous experience in a 2nd Line IT Support role, ideally gained within an MSP or IT services environment.
Essential Skills:
- Previous experience providing 2nd Line IT support.
- Strong working knowledge of Microsoft 365 and associated applications.
- Experience with Active Directory, Entra ID and Windows Server.
- Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP and VPNs.
- Experience troubleshooting Windows desktops, laptops and business IT environments.
- Familiarity with IT ticketing systems and working to SLAs.
- Strong problem-solving skills and a customer-focused approach.
- Excellent communication skills and the ability to manage multiple technical issues.
- Full UK driving licence.
Desirable Skills:
- Microsoft Intune and endpoint management.
- VMware or Hyper-V virtualisation.
- Veeam backup solutions.
- Fortinet firewalls and networking.
- 3CX telephony systems.
- Experience supporting multiple customers within an MSP environment.
What's on Offer? - £30,000 basic salary.
- Hybrid working arrangement.
- 26 days' annual leave plus bank holidays.
- No out-of-hours or on-call requirements.
- Exposure to a broad range of Microsoft, networking, cloud and infrastructure technologies.
- Opportunities for technical development and progression.
- Friendly, supportive team within a growing IT services business.
Location: West Midlands (Hybrid Working)
Job Type: Permanent, Full-Time
Working Hours: Monday to Friday, 8:30am – 5:30pm
Holiday: 26 days plus bank holidays