2nd Line Engineer

Peaple Talent; West of England; On-site; GBP 36,000 - 44,000; Full time

Benefits offered by this job

25 days annual leave

Company bonus scheme

Healthcare and cash plan

Job summary

Peaple Talent have partnered with a growing MSP who are looking for a 2nd Line Engineer to join the team. You'll resolve escalated technical issues across networks, servers, on-premise infrastructure, and cloud environments.

The role includes handling tickets within SLAs, mentoring Service Desk Engineers, and contributing to process improvements. You will work across on-premise and cloud platforms, using remote support tools to diagnose and resolve issues, with a base salary up to £40,000 and a

Qualifications

• Experience supporting on-premise and hybrid/cloud infrastructure.
• Proficient with Microsoft 365, Exchange, and Azure.
• Knowledge of firewalls, routing & switching, and anti-virus solutions.
• Experience supporting enterprise IT environments.

Responsibilities

• Resolve and manage tickets within SLAs and keep customers updated.
• Diagnose and fix issues with remote support, escalate if needed.
• Maintain accurate ticket records and technical documentation.
• Provide guidance to Service Desk Engineers and juniors.

Skills

Hybrid/cloud infra

Microsoft 365 / Exchange / Azure

Networking & security

Enterprise IT support

Tools

Remote support tools

Documentation tools

Job description

Peaple Talent have partnered with a growing MSP who are looking for a 2nd Line Engineer to join the team. You'll resolve escalated technical issues working across networks, servers, on-premise infrastructure, and cloud environments.

The Role:

• Resolve and manage customer support tickets within agreed SLAs, keeping customers updated throughout.
• Diagnose and fix technical issues using remote support tools, escalating to third parties when needed.
• Maintain accurate ticket records and technical documentation to ensure effective knowledge sharing.
• Provide support and guidance to Service Desk Engineers, Apprentices, and junior 2nd Line Engineers, acting as an escalation point when required.
• Deliver excellent customer service while contributing to team development, onboarding, and continuous improvement of processes and documentation.

The Candidate:

• Strong experience supporting on-premise and hybrid/cloud infrastructure, including servers, networking, virtualisation, and desktop environments.
• Solid knowledge of Microsoft technologies, including Microsoft 365, Exchange, Azure, and cloud-based services.
• Experience with networking and security technologies, including firewalls, routing & switching, anti-virus solutions, and backup systems.
• Hands-on experience troubleshooting and supporting enterprise IT environments across both on-premise and cloud platforms.

The Package:

Base salary: up to £40,000

• 25 days annual leave
• Company bonus scheme
• Healthcare and cash plan