2nd Line Service Desk Engineer

IDT Support Solutions Ltd; Warrington; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Training and certification support

Clear career progression into 3rd line or specialist roles

Job summary

A dynamic managed service provider in Warrington is seeking a 2nd Line Service Desk Engineer with at least 3 years of experience in an MSP environment. As part of a high-performing team, you will deliver quality support, manage tickets, and work with technologies such as Windows Server, Microsoft 365, and Azure. This full-time position offers opportunities for career progression and additional training, making it perfect for motivated individuals eager to develop their skills.

Qualifications

• A minimum of 3 years' experience working in an MSP environment is essential.
• Solid experience with Windows Server, Microsoft 365, Exchange, and Active Directory.
• Good knowledge of networking concepts including VLANs and TCP/IP.
• Familiarity with Azure and virtualisation technologies.
• Clear communication skills and a client-focused mindset.
• A structured, efficient approach to resolving technical issues.
• Flexibility to work away from home on occasion.

Responsibilities

• Deliver high-quality 2nd line support while managing 1st line tickets.
• Take ownership of support tickets, maintaining flow and meeting SLAs.
• Work across a broad technical environment including Microsoft 365 and Azure.
• Utilize monitoring tools to identify and resolve issues proactively.
• Develop skills and prepare for progression into 3rd line roles.
• This is a full-time, office-based position in Warrington. Participation in an out-of-hours rota is not currently required but may be introduced in future to support international clients in Los Angeles and New York.

Skills

Windows Server

Microsoft 365

Networking (VLANs, WatchGuard, DNS, DHCP, TCP/IP)

Azure

Virtualisation (Hyper-V or VMware)

Clear communication

Client-focused mindset

Structured approach to technical issues

Flexibility

macOS (bonus)

ConnectWise (bonus)

Acronis (bonus)

Cisco switching (bonus)

VoIP (bonus)

Microsoft certifications (bonus)

Problem solving

Tools

ConnectWise

Acronis

Cisco switches

Job description

Overview

2nd Line Service Desk Engineer – Warrington (Office-based)

Full-time | Competitive salary (based on experience)

A minimum of 3 years’ experience working in an MSP environment is essential. Applications without this experience will not be considered.

At IDT Support Solutions, we’re looking for a capable and motivated 2nd Line Service Desk Engineerwho enjoys working through tickets efficiently, takes pride in solving issues quickly, and wants to continue building their technical career within a high-performing team. This is a great opportunity for someone who enjoys variety, responsibility, and the satisfaction of clear results.

The Role

You’ll be responsible for delivering high-quality 2nd line support while also managing and progressing 1st line tickets.

What you’ll do

• Take ownership of 1st and 2nd line support tickets — maintaining flow and meeting SLAs
• Work across a broad technical environment — including Microsoft 365, Azure, networking, virtualisation, and hardware
• Use monitoring tools to identify and resolve issues proactively
• Work alongside experienced engineers — gaining exposure to more complex challenges and supporting continuous service improvement
• Develop your skills and prepare for progression — including routes into 3rd line roles or technical specialisms
• This is a full-time, office-based position in Warrington. Participation in an out-of-hours rota is not currently required but may be introduced in future to support international clients in Los Angeles and New York.

About Our Company

IDT Support Solutions is a fast-growing MSP known for responsive, accountable IT support. We move quickly, focus on results, and value people who take ownership. You’ll be part of a supportive team that encourages learning, recognises hard work, and gives you the tools to succeed.

The Benefits

• Training and certification support
• Clear career progression into 3rd line or specialist roles

The Person

Please note: A minimum of 3 years’ experience working in an MSP environment is essential. Applications without this experience will not be considered.

You’ll also need:

• Solid experience with Windows Server, Microsoft 365, Exchange, and Active Directory
• Good working knowledge of networking (VLANs, WatchGuard firewalls, DNS, DHCP, TCP/IP)
• Familiarity with Azure and virtualisation (Hyper-V or VMware)
• Clear communication skills and a client-focused mindset
• A structured, efficient approach to resolving technical issues
• Flexibility to work away from home on occasion
• Bonus skills: macOS, ConnectWise, Acronis, Cisco switching, VoIP, Microsoft certifications.

What’s Next

If you're looking for a role where you can take control, keep learning, and make a difference every day — we’d love to hear from you.

Apply now and take the next step in your MSP career with IDT Support Solutions.