2nd Line Engineer

2nd Line Support Engineer Redditch Permanent - Full-time VIQU have partnered with a growing Managed Service Provider who are looking to recruit an experienced 2nd Line Support Engineer to join their team. This is a hands-on support role focused on day-to-day ticket resolution, desktop support and troubleshooting across a broad range of customer environments. The role offers exposure to a wide range of technologies across end-user support, Microsoft, servers, infrastructure, networking and virtualisation, making it well suited to an engineer with a broad technical grounding who enjoys working across different environments. Key Responsibilities Provide 2nd Line technical support across a range of customer environments Manage and resolve escalated support tickets within agreed SLAs Provide hands-on desktop and end-user support across hardware, software and Microsoft technologies Troubleshoot Windows, Microsoft 365 and Active Directory issues Support server and infrastructure environments Assist with networking and connectivity troubleshooting Support virtualised environments and backup infrastructure Assist with customer projects, upgrades, deployments and technical changes Maintain accurate technical documentation and ticket records Provide a professional and customer-focused support service Key Requirements Experience in a 2nd Line IT Support or Desktop Support role Previous MSP experience is advantageous - broad technical knowledge across different technologies and environments is essential Strong troubleshooting and problem-solving skills Good knowledge of Microsoft 365, Windows and Active Directory A good grounding across servers, infrastructure and networking Exposure to Windows Server, Hyper-V and Veeam Understanding of core networking concepts and general connectivity Experience working within a structured support environment and to agreed SLAs Strong customer communication skills Apple/Mac support experience would be advantageous 2nd Line Support Engineer Redditch Permanent - Full-time