2nd Line IT Support Engineer | MSP Growth & Training

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

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.