2nd Line IT Support Engineer

Mintivo; Chippenham; On-site; GBP 29,700 - 36,300; Full time

Benefits offered by this job

Unlimited holiday

Private Healthcare

Mintivo Academy training

Training and development opportunities

Employee socials and events

Job summary

Mintivo Ltd in Chippenham is seeking a 2nd Line IT Support Engineer to join our Managed Services team. You will act as a key escalation point for 1st line, owning incidents, service requests and change through to resolution and delivering a high standard of technical support across our customer base.

This role suits someone who enjoys problem solving, working with Microsoft technologies and contributing to continual service improvement within an MSP environment.

Qualifications

• 2nd line IT support experience in an MSP.
• Strong knowledge of Microsoft 365 and Windows environments.
• Experience supporting multiple customers and managing priorities.
• Confident troubleshooting hardware, software and networks.
• Excellent customer service and communication skills.
• Experience with Azure / Intune / Endpoint Manager.
• Familiarity with HaloPSA, Autotask, ConnectWise.

Responsibilities

• Provide 2nd line support for incidents and requests escalated from 1st line.
• Troubleshoot and resolve issues across Microsoft 365, Azure AD, networking and devices.
• Manage tickets within SLA targets using PSA system.
• Carry out scheduled maintenance, patching, and health checks.
• Provide feedback and mentoring to 1st line engineers.

Skills

Microsoft 365

Windows environments

Azure / Intune / Endpoint Manager

RMM / PSA tools

Customer service

Communication skills

2nd line support

Problem solving

Tools

HaloPSA

Autotask

ConnectWise

Job description

Position

We are looking for a 2nd Line IT Support Engineer to join our Managed Services team. You will act as a key escalation point for 1st line, owning incidents, service requests and change through to resolution and delivering a high standard of technical support across our customer base.

This role is ideal for someone who enjoys problem solving, working with modern Microsoft technologies, and contributing to continual service improvement within an MSP environment.

Who we are

Mintivo is a Cloud-first Managed IT Service Provider based in Chippenham. Mintivo has grown +50% year on year. We have assembled a strong Board of Directors and Senior Leadership Team; built an incredible workforce, and have an extremely high reputation, winning multiple awards since our launch in 2018. With customers in a variety of sectors, this role is a fantastic opportunity to join a high-growth organisation that truly values both employees and customers as well as providing a huge amount of future career opportunities.

What we offer

People & Culture is the heartbeat of Mintivo. We believe success is built from within and is why we are incredibly proud of our team, our working environment and our fun, friendly and inclusive office culture.

We live by our values. It is a fast paced, energetic and fun environment to be in. As an employee we will invest in you. We will invest in your training. We will invest our time and energy to help you develop your career and become the very best in your field of work.

#TeamMintivo isn’t just a cliched hashtag made up for social media - it’s a true reflection of what it’s like to work for us.

• Salary range up to £33,000 per annum, experience based and benchmarked in our industry and region
• Unlimited holiday
• Private Healthcare
• Performance and salary reviews
• Enrolment into the Mintivo Academy, aimed on your training and development needs with time available to complete during working hours
• Access to online courses, work related plus more, all at your fingertips
• Auto Enrolment pension scheme
• Staff and Customer referral scheme
• Great working atmosphere and balanced work environment – we are high performance and we take good care of each other
• Employee socials and events run by our Social Committee
• On site lounge area and Minchester bar
• Lots of cake and fruit
• And of course, you get to work for a fast-growing, modern, market leader like us!

Main Duties

Technical Support & Escalations

• Provide 2nd line support for incidents and service requests escalated from 1st line
• Troubleshoot and resolve issues across:
  • Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams)
  • Azure AD / Entra ID
• Windows 11 and Windows Server
• Networking (DNS, DHCP, TCP/IP, VPNs, firewalls)
• Perform root cause analysis and implement permanent fixes
• Liaise with 3rd line engineers where required

Managed Services Delivery

• Manage tickets within SLA targets using the PSA system
• Proactively identify recurring issues and recommend improvements
• Carry out scheduled maintenance, patching, and system health checks
• Complete regular onsite visits for tier 1 clients.

Security & Compliance

• Support endpoint security, MFA, Conditional Access, and backup solutions
• Assist with Cyber Essentials / security best practices
• Identify and elevate potential security incidents appropriately

Documentation & Knowledge Sharing

• Create and maintain technical documentation and knowledge base articles
• Provide feedback and mentoring to 1st line engineers
• Contribute to service improvement initiatives and automation where possible

Essential Skills & Experience

Essential

• Previous experience in a 2nd Line IT Support role, within an MSP
• Strong knowledge of Microsoft 365 and Windows environments
• Experience supporting multiple customers and managing priorities
• Confident troubleshooting hardware, software, and network issues
• Excellent customer service and communication skills
• Experience with Azure / Intune / Endpoint Manager
• Familiarity with RMM and PSA tools (e.g. HaloPSA, Autotask, ConnectWise)

Desirable

• Exposure to VoIP, firewalls (Fortinet, Sophos, Meraki), or backups
• IT certifications (Microsoft, CompTIA, ITIL)

Personal Attributes

• Methodical and calm under pressure
• Strong problem solving mindset
• Takes ownership and sees issues through to resolution
• Passionate about technology and continuous learning

Qualifications

No formal qualifications are required but it is important that you have some relevant technical skills and experience.

Who you are

Excellent customer service is at the heart of what we do – you have an enthusiastic ‘can do’ attitude who will be a welcomed addition to a positive team in a great environment.

You have a willingness to learn from others while striving to benefit and add value for our customers. You will be keen to learn and progress.

Notes

37.5 hours a week Mon-Fri. Due to the nature of the job some occasional work at weekends and outside of normal hours may be required.

Travel to customer sites may be required so the ability to travel as and when required needs to be considered.

This role requires a DBS and BPSS security checks.

Mintivo Ltd are committed to securing the best talent regardless of gender, race, religion, age, sexual orientation, marital status, disability or any other characteristic that makes you, you.

Please only apply if you have the Right to Work in the UK.

Talent Team at Mintivo

[e-mail]
People & Culture Manager