2nd Line IT Support Engineer

Field Solutions Group; Sheffield; On-site; GBP 34,000 - 36,000; Full time

Benefits offered by this job

Certification reimbursement

Job summary

Field Solutions Group in the United Kingdom is seeking an experienced MSP engineer to deliver advanced Level 2 support, manage complex incidents, and mentor junior engineers.

You will work across Azure, Office 365, VMware/Hyper-V, firewalls, and CRM tools, driving ITIL practices, project delivery, and continuous service improvement within a collaborative team.

Qualifications

• Significant experience with Autotask, Salesforce, and 3CX for ticketing, CRM, and VoIP.
• Strong proficiency in Windows Server, Office 365, Azure, networking, SonicWall/firewall configuration, and virtualisation (Hyper-V/VMware).
• Proficiency in setting up workflows and billing configurations within Autotask and Salesforce is highly desirable.
• ITIL, Microsoft (Azure, Office 365), CompTIA, or Cisco (CCNA) certifications are highly desirable.
• At least 5 years of experience in a Managed Service Provider environment, demonstrating advanced technical support, client management, and project delivery.
• Skilled in Power Automate and PowerShell scripting to automate workflows and improve service desk efficiency.
• A proactive, solutions-focused approach to resolving complex technical challenges and delivering lasting results.
• Experience with service management tools like ServiceNow or ConnectWise.
• ITIL Foundation or Intermediate certifications.
• Previous mentoring or team leadership experience within a service desk or technical support team.

Responsibilities

• Deliver advanced Level 2 support, troubleshooting complex hardware, software, network, and firewall issues.
• Lead escalated cases from Level 1 teams, providing hands-on, timely solutions to maintain high levels of client satisfaction.
• Utilise experience in Windows Server, Office 365, and virtual environments to resolve incidents effectively.
• Configure, deploy, and maintain SonicWall firewalls and other security devices to secure client networks.
• Set up, configure, and manage virtual servers, ensuring stable and efficient virtualised environments (Hyper-V/VMware).
• Act as a primary technical contact for clients, building and maintaining strong relationships to meet and exceed SLA expectations.
• Conduct monthly service reviews, optimise service delivery processes, and proactively suggest improvements.
• Apply ITIL practices to manage incidents, change requests, and problem resolution, delivering a seamless client experience.
• Enhance service desk efficiency with automation tools like Power Automate and PowerShell scripting to reduce manual processes.
• Document, review, and update support procedures, creating a repository of best practices for the team and clients.
• Implement data-driven strategies to reduce ticket volume and enhance self-service capabilities.
• Plan and lead IT projects, including hardware rollouts, cloud migrations (Azure, Office 365), and network or system integrations.
• Coordinate project resources, timelines, and deliverables to ensure on-time, within-budget project completion.
• Create detailed project documentation and conduct post-project reviews to capture lessons learned and improvements.
• Mentor junior engineers, sharing knowledge to build team capability and foster professional growth.
• Contribute to training materials and technical sessions, empowering the team with the latest industry insights and best practices.
• Support KPI development to track and enhance team performance and client satisfaction metrics.

Skills

Client management

Project delivery

Team leadership

Automation scripting

Education

ITIL Foundation or Intermediate

CompTIA

Cisco CCNA

Tools

Autotask

Salesforce

3CX

Windows Server

Office 365

Azure

SonicWall

Hyper-V

VMware

PowerShell

Power Automate

ServiceNow

ConnectWise

Job description

Salary: £34,000 - 36,000 per year

Requirements

• Significant experience with Autotask for ticketing, Salesforce for CRM, and 3CX for VoIP.
• Strong proficiency in Windows Server, Office 365, Azure, networking, SonicWall/firewall configuration, and virtualisation (Hyper-V/VMware).
• Proficiency in setting up workflows and billing configurations within Autotask and Salesforce is highly desirable.
• ITIL, Microsoft (Azure, Office 365), CompTIA, or Cisco (CCNA) certifications are highly desirable.
• At least 5 years of experience in a Managed Service Provider environment, demonstrating advanced technical support, client management, and project delivery.
• Skilled in Power Automate and PowerShell scripting to automate workflows and improve service desk efficiency.
• A proactive, solutions-focused approach to resolving complex technical challenges and delivering lasting results.
• Experience with service management tools like ServiceNow or ConnectWise.
• ITIL Foundation or Intermediate certifications.
• Previous mentoring or team leadership experience within a service desk or technical support team.

Responsibilities

• Deliver advanced Level 2 support, troubleshooting complex hardware, software, network, and firewall issues.
• Lead escalated cases from Level 1 teams, providing hands-on, timely solutions to maintain high levels of client satisfaction.
• Utilise experience in Windows Server, Office 365, and virtual environments to resolve incidents effectively.
• Configure, deploy, and maintain SonicWall firewalls and other security devices to secure client networks.
• Set up, configure, and manage virtual servers, ensuring stable and efficient virtualised environments (Hyper-V/VMware).
• Act as a primary technical contact for clients, building and maintaining strong relationships to meet and exceed SLA expectations.
• Conduct monthly service reviews, optimise service delivery processes, and proactively suggest improvements.
• Apply ITIL practices to manage incidents, change requests, and problem resolution, delivering a seamless client experience.
• Enhance service desk efficiency with automation tools like Power Automate and PowerShell scripting to reduce manual processes.
• Document, review, and update support procedures, creating a repository of best practices for the team and clients.
• Implement data-driven strategies to reduce ticket volume and enhance self-service capabilities.
• Plan and lead IT projects, including hardware rollouts, cloud migrations (Azure, Office 365), and network or system integrations.
• Coordinate project resources, timelines, and deliverables to ensure on-time, within-budget project completion.
• Create detailed project documentation and conduct post-project reviews to capture lessons learned and improvements.
• Mentor junior engineers, sharing knowledge to build team capability and foster professional growth.
• Contribute to training materials and technical sessions, empowering the team with the latest industry insights and best practices.
• Support KPI development to track and enhance team performance and client satisfaction metrics.

Technologies

• Azure
• Cloud
• Cisco
• CRM
• Firewall
• Hardware
• Hyper-V
• Support
• ITIL
• Network
• Office 365
• PowerShell
• Salesforce
• Security
• ServiceNow
• VMware
• Windows

More

We are a collaborative MSP environment where innovation, inclusivity, and teamwork drive our mission. We offer a comprehensive benefits package, including certification reimbursement, and the chance to work on diverse client projects across industries, delivering tailored technology solutions for real-world challenges. We value learning and provide clear career growth pathways within a dynamic MSP setting.

last updated 36 week of 2026