2nd Line IT Support Engineer

Rise Technical Recruitment Limited; Chippenham; Hybrid; GBP 30,000 - 33,000; Full time

Job summary

A reputable Managed Service Provider in Chippenham is seeking a 2nd Line IT Support Engineer. The role involves providing support to multiple SME clients, handling escalated issues, and working closely with infrastructure specialists. Candidates should have experience in a client-facing role within an MSP, with skills in Windows Server, Active Directory, and Office 365. The position is hybrid, with travel required to client sites.

Qualifications

• Strong experience working for an MSP in a client-facing IT support role.
• Confidence with Windows Server, Active Directory, and Office 365.
• Knowledge of networking protocols and remote desktop solutions.

Responsibilities

• Provide 1st and 2nd line IT support across multiple SME clients.
• Take ownership of escalated tickets from the service desk.
• Configure, troubleshoot, and support Windows Servers and desktops.

Skills

MSP experience

Windows Server

Active Directory

Office 365

Networking protocols

Troubleshooting

Communication skills

Job description

Overview

2nd Line IT Support Engineer — Chippenham, North Wiltshire (Hybrid - office, home and client site travel)

£30,000 - £33,000 + Benefits

Excellent opportunity for an experienced IT Support Engineer to join a dynamic Managed Service Provider, supporting a diverse client base across Wiltshire. This is a varied and hands-on role where no two days are the same, offering progression and exposure to complex IT environments.

This organisation is a well-established MSP with a strong reputation for delivering reliable and innovative IT solutions. They pride themselves on offering clients first-class technical support, while also giving employees the tools, training, and autonomy to develop their careers in a supportive and fast-paced environment.

In this role, you'll provide 2nd line IT support across multiple clients, handling escalations from the service desk and working closely with infrastructure specialists on live projects. The position is hybrid, requiring travel to client sites, including Cirencester (around twice per week) and Salisbury (around three times per month). You'll need to be based within commutable distance of Chippenham (such as Swindon, Bath or Trowbridge) and hold a full driving licence with access to your own car.

The ideal candidate will bring strong MSP experience and a background supporting SME clients across a wide range of technologies. Confidence with Windows Server, Active Directory, Office 365, networking protocols, and troubleshooting complex technical issues is essential. Just as important are strong communication skills and the ability to deliver excellent service in a client-facing role.

This is a fantastic opportunity to join a growing MSP that offers variety, responsibility, and plenty of progression opportunities. You'll be trusted to take ownership of escalated issues, contribute to projects, and build strong client relationships.

The Role

• Provide 1st and 2nd line IT support across multiple SME clients (remote and on-site)
• Take ownership of escalated tickets from the service desk and deliver timely solutions
• Configure, troubleshoot, and support Windows Servers, desktops, firewalls, and networking equipment
• Conduct daily system checks, including monitoring and reporting on backups
• Travel regularly to client sites in Cirencester and Salisbury, with flexibility to support wider client needs

The Person

• Strong experience working for an MSP in a client-facing IT support role
• Confident across Windows Server (AD, Group Policy, DNS, DHCP), Office 365, and Exchange Online
• Knowledge of networking protocols (TCP/IP), firewalls, and remote desktop solutions
• Able to manage workloads in a pressurised environment while maintaining excellent customer service
• Full UK driving licence and own vehicle (essential for site visits)