2Nd Line Support Engineer

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

2nd Line Service Desk Engineer

Location: Gloucester (Hybrid working - 2-3 days per week from home)

Type: Permanent

Salary: Up to £33,000 DOE

Overview

I am working with a well-established and growing Managed Service Provider (MSP) based in Gloucester who are looking to recruit a 2nd Line Service Desk Engineer. This is an excellent opportunity for an experienced support engineer to join a busy technical team supporting a diverse client base in a fast-paced MSP environment.

The successful candidate will act as an escalation point from 1st line, taking ownership of incidents and service requests while delivering a high level of customer service.

Key Responsibilities

• Provide 2nd line technical support to multiple MSP clients via phone, email, and remote support tools
• Handle escalated tickets from the 1st line team, ensuring issues are resolved within agreed SLAs
• Troubleshoot and support Windows 10/11 and Windows Server environments
• Administer and support Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive
• Manage Active Directory, Group Policy, user accounts, permissions, and security groups
• Diagnose and resolve networking issues including DNS, DHCP, TCP/IP, VPNs, and firewall-related problems
• Support onboarding and offboarding of users and devices
• Maintain accurate ticket updates and technical documentation
• Escalate complex or unresolved issues to 3rd line support when required
• Work collaboratively with internal teams to improve service delivery and processes

Required Skills & Experience

• Proven experience in a 2nd line IT support role, ideally within a Managed Service Provider environment
• Strong knowledge of Microsoft Windows desktop and server operating systems
• Experience supporting Microsoft 365 and cloud-based services
• Solid understanding of networking fundamentals and troubleshooting
• Experience using ticketing systems and remote support tools
• Strong communication skills with a customer-focused approach
• Ability to manage and prioritise a varied workload in a busy support environment

Working Arrangement & Benefits

• Hybrid working model: 2-3 days per week working from home
• Private health and dental care
• Paid charity leave
• Funded training and industry recognised certifications
• Office-based days in Gloucester
• Opportunity for training, development, and career progression
• Supportive team culture within a growing MSP

Eligibility

All applicants must have the right to work in the UK and be within a commutable distance of the Gloucester office. Sponsorship is not available for this role