2nd Line Support Engineer

2nd Line Support Engineer | MSP | Preston, UK | Full Time

Is this the next step in your career Find out if you are the right candidate by reading through the complete overview below.
About the Role

We are working with a fast-growing Managed Service Provider based in Preston, known for their technical expertise, collaborative culture and commitment to delivering high-quality IT support to a diverse client base.

They are looking for a 2nd Line Support Engineer to join their busy service desk team. This is a fantastic opportunity for someone looking to develop their career in a dynamic MSP environment, with a clear and supported pathway into 3rd Line.

The Role
You will provide advanced technical support to end users, handling escalated tickets from 1st Line and resolving issues across a broad Microsoft and virtualisation stack. You'll work to SLA targets, maintain accurate ticket documentation and escalate complex issues to the 3rd Line team where required.

Key Responsibilities:
Provide 2nd Line support, handling escalations from 1st Line across client IT environments
Troubleshoot and resolve issues with Microsoft 365, Azure, Intune and Windows Server
Support virtualisation platforms including VMware and Hyper-V
Assist with networking troubleshooting TCP/IP, DNS, DHCP and routing
Maintain clear and accurate ticket documentation with timely client updates
Contribute to SLA targets and quality standards within a busy service desk
Escalate complex or high-priority issues to 3rd Line engineers as needed

Essential Skills & Experience
Previous experience in an IT support role, ideally within an MSP or managed IT environment
Strong working knowledge of Microsoft 365, Azure, Intune and Windows Server
Familiarity with virtualisation technologies (VMware or Hyper-V)
Understanding of core networking concepts TCP/IP, DNS, DHCP
Excellent troubleshooting skills with the ability to work at pace
Strong communication skills comfortable supporting both technical and non-technical users

Desirable Skills
Microsoft certifications (AZ-104, MS-100, MS-500)
Experience with PowerShell or basic scripting
Familiarity with monitoring, backup or security tooling

Working Hours
40 hours per week. xwzovoh
1 weekend in 4 required.

Benefits
Competitive salary with 10% yearly bonus
22 days annual leave rising to 27 days, plus bank holidays
State-of-the-art HQ office with onsite gym, sauna, walking treadmills, pool table and darts board
Employee of the Month incentive up to £300
Quarterly Employee of the Month incentive up to £1,000
Training and certification support
Pension scheme
Hybrid working
Clear progression pathway into 3rd Line