2nd Line Engineer

IMT Resourcing Solutions; Gloucester; Hybrid; GBP 34,000 - 41,000; Full time

Job summary

IMT Resourcing Solutions is seeking a 2nd Line IT Engineer for a Cheltenham based role with hybrid working. You will provide escalation support across Windows, Microsoft 365, AD, and cloud environments, resolving complex incidents and contributing to infrastructure projects.

The role covers installation, upgrades, remote and occasional onsite support, strong problem solving, and clear documentation. Prior MSP experience and customer-focused communication are highly valued.

Qualifications

• Experience in a 2nd Line IT Support or IT Engineer role.
• Strong knowledge of Windows and Microsoft 365.
• Experience with Active Directory and user administration.
• Good networking knowledge: DNS, DHCP and TCP/IP.
• Experience with cloud and server environments.
• Excellent communication and customer service skills.

Responsibilities

• Provide 2nd line technical support across diverse customer environments.
• Investigate and resolve escalated hardware, software and connectivity issues.
• Support Microsoft 365, Windows Server and Active Directory.
• Troubleshoot networking issues including DNS, DHCP and TCP/IP.
• Support laptops, desktops, servers and other business IT equipment.
• Assist with cloud technologies and Microsoft-based infrastructure.
• Carry out installations, upgrades and technical changes.
• Provide remote and occasional onsite support to customers.
• Take ownership of tickets through to resolution.
• Maintain clear and accurate technical documentation.
• Escalate complex issues to senior engineers when needed.
• Contribute to infrastructure projects and service improvements.

Skills

2nd Line IT Support

Windows

Microsoft 365

Active Directory

Networking (DNS/DHCP/TCP/IP)

Cloud Technologies

Server Environments

Troubleshooting

Customer Service

MSP Experience

Job description

2nd Line IT Engineer

Location: Cheltenham Hybrid Working

Salary: Up to £37,500 + Benefits

Job Type: Permanent, Full-Time

About the Role Our client is an established IT services business providing managed IT support and technical solutions to a diverse range of business customers.

They are looking for an experienced 2nd Line IT Engineer to join their technical team, supporting customers across a varied technology environment.

This is a hands‑on role where you'll be responsible for resolving escalated technical issues, supporting Microsoft and cloud technologies, and assisting with wider infrastructure projects.

What You'll Do:

• Provide 2nd line technical support across a range of customer environments
• Investigate and resolve escalated hardware, software and connectivity issues
• Support Microsoft 365, Windows Server and Active Directory
• Troubleshoot networking issues including DNS, DHCP and TCP/IP
• Support laptops, desktops, servers and other business IT equipment
• Assist with cloud technologies and Microsoft-based infrastructure
• Carry out installations, upgrades and technical changes
• Provide remote and occasional onsite support to customers
• Take ownership of tickets through to resolution
• Maintain clear and accurate technical documentation
• Escalate complex issues to senior engineers where appropriate
• Contribute to infrastructure projects and ongoing service improvements

What We're Looking For:

• Previous experience in a 2nd Line IT Support or IT Engineer role
• Strong knowledge of Windows and Microsoft 365
• Experience with Active Directory and user administration
• Good understanding of networking, including DNS, DHCP and TCP/IP
• Strong hardware and software troubleshooting skills
• Experience supporting cloud and server environments
• Excellent communication and customer service skills
• Strong problem‑solving ability and attention to detail
• Ability to manage your own workload and prioritise effectively
• Previous MSP experience would be advantageous

Why Join?

• Salary up to £37,500
• Hybrid working in Cheltenham
• Join an established and growing IT services business
• Work across a varied range of customer environments
• Exposure to Microsoft, cloud, networking and infrastructure technologies
• Opportunity to work on technical projects as well as BAU support
• Supportive and collaborative technical team
• Clear opportunities for professional development and career progression