2nd Line IT Support Engineer — MSP Growth & Training

AWD online; Hawkesley; On-site; GBP 30,000 - 33,000; Full time

Benefits offered by this job

23 days holiday (including birthday)

NEST pension

Training and professional development

Job summary

AWD online is seeking a 2nd Line IT Support Engineer to join our growing MSP team in Redditch. You will deliver hands-on technical support across Windows, Microsoft 365, Active Directory and network issues, resolving escalated tickets within SLA.

You’ll engage with diverse clients, document solutions, and contribute to migrations, deployments and system improvements while maintaining strong customer service and clear communication.

Qualifications

• Effective communication skills with people at all levels.
• Willingness to learn new technologies and work across different client environments.
• Experience working to SLAs in a busy support queue.
• Experience supporting Windows 10/11 environments.
• Experience with Microsoft 365 core services.

Responsibilities

• Providing 2nd Line technical support to diverse clients across systems and environments.
• Managing escalated incidents and service requests through to resolution.
• Meeting SLAs and customer service expectations.
• Troubleshooting hardware, software, OS, networking and user-access issues.
• Supporting Microsoft 365 services (Exchange Online, Outlook, Teams, SharePoint, OneDrive).
• Managing user access within Microsoft Entra ID and Active Directory.
• Supporting end-user devices (Windows, Mac) and connectivity issues.
• Guiding colleagues and documenting knowledge for future reference.
• Assisting with migrations, upgrades, deployments and system improvements.

Skills

Customer-focused

Communication skills

Problem solving

Team player

Independent worker

Tools

Windows 10/11

Microsoft 365

Active Directory / Microsoft Entra ID

Networking (DNS, DHCP, VPNs)

Job description

AWD online is seeking a 2nd Line IT Support Engineer to join our growing MSP team in Redditch. You will deliver hands-on technical support across Windows, Microsoft 365, Active Directory and network issues, resolving escalated tickets within SLA.

You’ll engage with diverse clients, document solutions, and contribute to migrations, deployments and system improvements while maintaining strong customer service and clear communication.