2nd Line Engineer

Tank Recruitment; Gloucester; Hybrid; GBP 32,000 - 37,000; Full time

Job summary

Tank Recruitment is recruiting for a 2nd Line Engineer in Bristol to join a managed service provider. You will own resolution of escalated issues across M365, Intune and networking, while mentoring junior engineers and contributing to runbooks and process improvements.

Ideal candidates have 2+ years in MSP 2nd line or senior in-house IT, strong M365 skills, and solid DNS/DHCP/firewall knowledge. Certifications such as MS-900 and MS-102 are valued.

Qualifications

• 2+ years in an MSP 2nd line role or senior in-house IT support.
• Proficient in Microsoft 365 administration and related tasks.
• Solid DNS, DHCP and firewall knowledge; Aruba/Ubiquiti/DrayTek experience is a plus.
• Calm, clear and professional written communication.

Responsibilities

• Resolve complex issues across M365 (Exchange, SharePoint, Teams), Intune and Entra ID.
• Troubleshoot firewall rules, VPNs, VLANs and hybrid identity setups.
• Mentor 1st line and apprentice engineers through pair-troubleshooting.
• Create runbooks to improve team efficiency.

Skills

M365 admin

Networking basics

Communication

Mentorship

Education

MS-900 certification

MS-102 certification

Tools

HaloPSA

Datto RMM

ConnectWise

Job description

2nd Line Engineer Bristol

Salary: 32-37k
Location: Bristol (Hybrid)
Type: Full-time, permanent

About the Opportunity

We are recruiting on behalf of an established Bristol-based managed service provider with a reputation for strong engineering discipline and high-quality service. They are looking for a 2nd Line Engineer to join their team.

If you want a role where you are more than a "ticket-closer", and where you can be a mentor and a key contributor to technical processes, this could be the move for you.

The Role

As a Tier-2 escalation engineer, you will own the resolution of complex issues that go beyond the initial support desk. You will work within a modern tech stack (Microsoft 365, Azure, Intune and high-level networking) supporting a diverse SME customer base.

Key responsibilities include:

• Technical Escalations: Resolving complex issues across M365 (Exchange, SharePoint, Teams), Intune and Entra ID.
• Infrastructure & Networking: Troubleshooting firewall rules, VPNs, VLANs and hybrid identity setups.
• Mentorship: Supporting 1st line and apprentice engineers through pair-troubleshooting and knowledge transfer.
• Continuous Improvement: Identifying recurring ticket patterns and authoring runbooks to improve team efficiency.

About You

The company hires based on the GWC principle: you Get the role, you Want it, and you have the Capacity to deliver.

• Experience: 2+ years in an MSP 2nd line role or a senior in-house IT support position.
• M365 Knowledge: Proficient in admin tasks. Certifications such as MS-900 are expected, while MS-102 or endpoint admin certifications are highly preferred.
• Networking: Solid understanding of DNS, DHCP and firewalls. Experience with Aruba, Ubiquiti or DrayTek is a plus.
• Tooling: Familiarity with PSA/RMM tools such as HaloPSA and Datto, or equivalents like ConnectWise or NinjaOne.
• Communication: Calm, clear and professional written communication skills.