2nd Line IT Support Engineer

Solutions Engineering Recruitment; Crawley; On-site; GBP 23,000 - 38,000; Full time

Benefits offered by this job

Hybrid working

Training opportunities

Job summary

Solutions Engineering Recruitment is seeking two experienced 2nd Line IT Support Engineers in Crawley with hybrid working available. The role focuses on remote and onsite support across Microsoft 365, Windows Server, AD and networking.

You will escalate from 1st Line and resolve a mix of hardware, software and infrastructure issues. The ideal candidate has MSP experience, strong troubleshooting and excellent customer service.

Qualifications

• Previous 2nd Line IT Support experience, ideally within an MSP.
• Strong troubleshooting and customer-facing skills.
• Experience with Microsoft 365 technologies.
• Knowledge of Windows Server, Active Directory and Group Policy.
• Understanding of DNS, DHCP, TCP/IP and VPNs.
• Experience with Azure would be advantageous.
• Excellent communication and ability to prioritise multiple requests.

Responsibilities

• Provide 2nd line technical support across client environments.
• Investigate, troubleshoot and resolve hardware, software and networking issues.
• Act as escalation point for 1st Line Support Engineers.
• Manage and update support tickets through to resolution.
• Support Microsoft 365 environments including Exchange Online, SharePoint and Teams.
• Administer and support Windows Server and Active Directory environments.
• Assist with infrastructure projects, upgrades and migrations.
• Configure and troubleshoot networking equipment including switches and routers.
• Maintain accurate technical documentation.

Skills

Troubleshooting

Microsoft 365

Networking basics

Windows Server

Active Directory

Tools

SharePoint

Exchange Online

Teams

VPNs

Azure

Job description

2nd Line IT Support Engineer

Location: Crawley (Hybrid Working Available)
Salary: Up to £38,000 DOE

About the Opportunity

An established and growing Managed Service Provider is looking to hire two experienced 2nd Line IT Support Engineers to join its technical support team in Crawley.

This is an excellent opportunity for IT professionals who enjoy troubleshooting a wide range of technical issues, working with diverse technologies, and developing their technical skillset within a supportive MSP environment.

Following a successful onboarding period (typically within the first two months), you'll have the opportunity to work on a hybrid basis, combining office and remote working.

The Role

As a 2nd Line IT Support Engineer, you will be responsible for providing remote and onsite technical support to a varied client base, acting as a key escalation point for 1st Line engineers and ensuring issues are resolved efficiently and professionally.

You will work across a broad range of technologies, supporting both infrastructure and end-user environments while delivering a high level of customer service.

Key Responsibilities

• Provide 2nd line technical support across multiple client environments
• Investigate, troubleshoot and resolve hardware, software and networking issues
• Act as an escalation point for 1st Line Support Engineers
• Manage and update support tickets through to resolution
• Support Microsoft 365 environments including Exchange Online, SharePoint and Teams
• Administer and support Windows Server and Active Directory environments
• Assist with infrastructure projects, upgrades and migrations
• Configure and troubleshoot networking equipment including switches, routers and wireless solutions
• Maintain accurate technical documentation
• Deliver excellent customer service and communication throughout the support process

Skills & Experience Required

• Previous experience in a 2nd Line IT Support role, ideally within an MSP environment
• Strong troubleshooting and problem-solving skills
• Experience supporting Microsoft 365 technologies
• Knowledge of Windows Server, Active Directory and Group Policy
• Understanding of networking fundamentals including DNS, DHCP, TCP/IP and VPNs
• Experience with Azure and cloud technologies would be advantageous
• Excellent communication and customer-facing skills
• Ability to prioritise and manage multiple support requests effectively

What's on Offer?

• Salary up to £35,000 depending on experience
• Hybrid working after successful onboarding (typically within the first two months)
• Exposure to a wide range of technologies and projects
• Ongoing training and professional development opportunities
• Supportive and collaborative team environment
• Clear progression opportunities within a growing MSP