2nd Line IT Support Engineer - Hybrid (Gloucester) | Training & Growth

Set2Recruit; Gloucester; Hybrid; GBP 28,000 - 33,000; Full time

Job summary

A Managed Service Provider in Gloucester is looking for a 2nd Line Service Desk Engineer to provide technical support and act as an escalation point for 1st line incidents. This role offers a hybrid working model, with 2-3 days per week from home, and provides opportunities for training, career development, and a supportive team culture. The ideal candidate will have significant experience in an IT support role, strong technical skills, and a commitment to delivering excellent customer service.

Benefits

Private health and dental care

Paid charity leave

Funded training and certifications

Career progression opportunities

Supportive team culture

Qualifications

• Proven experience in a 2nd line IT support role, ideally within a Managed Service Provider.
• Strong knowledge of Microsoft Windows desktop and server operating systems.
• Experience supporting Microsoft 365 and cloud-based services.

Responsibilities

• Provide 2nd line technical support to multiple MSP clients via phone, email, and remote tools.
• Handle escalated tickets from the 1st line team, ensuring timely resolution.
• Diagnose and resolve networking issues including DNS, DHCP, TCP/IP.

Skills

2nd line IT support experience

Windows desktop and server knowledge

Microsoft 365 support experience

Networking fundamentals

Ticketing systems experience

Strong communication skills

Customer-focused approach

Job description

A Managed Service Provider in Gloucester is looking for a 2nd Line Service Desk Engineer to provide technical support and act as an escalation point for 1st line incidents. This role offers a hybrid working model, with 2-3 days per week from home, and provides opportunities for training, career development, and a supportive team culture. The ideal candidate will have significant experience in an IT support role, strong technical skills, and a commitment to delivering excellent customer service.