2nd Line Engineer

Tank Recruitment; West of England; Hybrid; GBP 32,000 - 37,000; Full time

Job summary

Tank Recruitment is seeking a 2nd Line Engineer for a Bristol-based MSP in a hybrid, full-time role with a £32-37k salary. You will work on a modern stack including M365, Azure, Intune and networking as part of a skilled team.

As a Tier-2 escalation engineer, you will own complex issue resolution, mentor junior staff, and help drive process improvements across the service desk and engineering teams.

Qualifications

• 2+ years in an MSP 2nd line role or senior in-house IT support.
• MS-900 certification expected; MS-102 or endpoint admin certifications highly preferred.
• Solid networking knowledge: DNS, DHCP and firewalls; Aruba/Ubiquiti/DrayTek a plus.
• PSA/RMM tooling familiarity: HaloPSA, Datto, ConnectWise or NinjaOne.

Responsibilities

• Technical escalations across M365 (Exchange, SharePoint, Teams), Intune and Entra ID.
• Infrastructure and networking troubleshooting: VPNs, VLANs, firewalls.
• Mentorship: support 1st line and apprentices through pair-troubleshooting.
• Continuous improvement: create runbooks to improve team efficiency.

Skills

MSP 2nd line experience

M365 knowledge

Communication skills

Networking fundamentals

Tools

HaloPSA

Datto

ConnectWise

NinjaOne

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.

• 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

• 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.