2nd Line Engineer

In Technology Group; Lancashire; On-site; GBP 30,000 - 35,000; Full time

Job summary

A leading Managed Service Provider in Lancaster is seeking a talented 2nd Line Support Engineer. This role involves resolving complex technical issues, mentoring junior staff, and participating in system improvement projects, making it a vital position in a rapidly growing company.

Qualifications

• Proven experience in a 2nd line support role within an MSP.
• Strong knowledge of Microsoft environments and networking.
• Familiarity with virtualization technologies.

Responsibilities

• Act as senior escalation for 2nd line tickets ensuring timely resolution.
• Support a broad range of technologies including cloud and on-premise.
• Collaborate with project teams to improve infrastructure.

Skills

Microsoft environments

Networking experience

Customer-facing skills

Tools

Windows Server

Microsoft 365

Azure

Networking equipment

Backup and disaster recovery tools

Job description

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Job Title: 2nd Line Support Engineer
Location: Lancaster (full-time onsite with some sites visits- field work)
industry: Managed Service Provider
Salary: £30,000- £35,000 per annum (DOE)

The Opportunity:

I'm currently recruiting on behalf of a well-established, rapidly growing Managed Service Provider based in Lancaster that is on the hunt for a talented Senior 2nd Line Support Engineer to join their high-performing technical team. This is an exciting opportunity to work with a broad range of technologies across a diverse client base, supporting both on-premise and cloud environments.

You'll act as an escalation point for complex technical issues, provide mentorship to junior team members, and play a critical role in project delivery and system improvement initiatives.

Key Responsibilities:

• Act as senior escalation for 2nd line tickets (some 3 rd line), ensuring timely resolution and high customer satisfaction.
• Support a wide range of technologies including Windows Server, Microsoft 365, Active Directory, Azure, networking equipment (firewalls, routers, switches), and backup solutions.
• Assist with infrastructure projects such as migrations, deployments, and system upgrades.
• Provide remote and occasional onsite support to SME clients across multiple industries (field-work included to local sites).
• Collaborate with the 3rd line and project teams to improve internal processes and client infrastructure.
• Document resolutions and technical processes clearly in the helpdesk system.

Technical Skills & Experience:

• Proven experience in a 2nd line support role within an MSP or similar fast-paced IT environment.
• Strong working knowledge of Microsoft environments (Windows Server, Microsoft 365, Exchange, Azure).
• Networking experience - TCP/IP, DNS, DHCP, VPNs, VLANs, firewalls (WatchGuard, SonicWall, or similar).
• Experience with virtualisation technologies (Hyper-V, VMware).
• Familiarity with backup and disaster recovery tools (Veeam, Datto, etc.).
• Solid customer-facing skills and the ability to communicate clearly with non-technical users.

Full driving licence and your own vehicle required!