2nd Line Support Engineer

Claritas Solutions Ltd; Hartlepool; On-site; GBP 25,000 - 45,000; Full time

Job summary

An established industry player in the managed services sector is seeking a 2nd Line Support Engineer to join their Hartlepool office. In this role, you will take ownership of escalated technical issues, actively contribute to audits and projects, and mentor junior team members. The company values curiosity and communication, providing a supportive environment where your contributions can make a real impact. With a commitment to your growth through ongoing training and certifications, this is an exciting opportunity to advance your IT career while working with a diverse range of technologies. If you're ready to step up and take on more responsibility, this could be the perfect fit for you.

Benefits

Competitive salary

Ongoing investment in growth

Collaborative team environment

28 days holiday (including Bank Holidays)

Modern office

Qualifications

• 3+ years of IT support experience, ideally in an MSP or education support role.
• Comfortable resolving technical issues across desktop, server, and cloud environments.

Responsibilities

• Act as a 2nd Line Support Engineer, resolving escalated issues from the 1st line team.
• Play an active role in audits, project work, and client recommendations.

Skills

IT support experience

Problem-solving

Communication

Technical issue resolution

Mentoring

Education

3+ years of IT support experience

Tools

Microsoft Windows 10 & 11

Windows Server (2019 onwards)

Active Directory

Microsoft 365

Azure AD

Intune

Hyper-V

VMware

PowerShell scripting

Autotask

Datto stack

Job description

If you’re ready to step into a role that gives you real responsibility, variety, and progression, this could be the opportunity you’ve been looking for.

This isn’t just another service desk role. You’ll join a well-established MSP that supports education and small business clients across the UK, delivering high-quality support with a personal touch. Based in their newly expanded Hartlepool office, you’ll become a key part of a close-knit team that values curiosity, communication, and getting things done right.

About Your Role:

If you enjoy working across a broad tech stack, solving problems properly (not just closing tickets), and being part of a team that supports each other, you’ll feel right at home. As a 2nd Line Support Engineer, you’ll be the go-to person for escalated issues from the 1st line team, owning the resolution of technical problems and helping improve client systems along the way.

You’ll also play an active role in audits, project work, and client recommendations—so there’s plenty of scope to stretch your skills and make an impact.

Your daily tech will include:

You won’t be stuck working with the same handful of tools. Expect to get your hands on a wide range of technologies that keep things interesting and keep your skills growing.

• Microsoft Windows 10 & 11, Windows Server (2019 onwards), Active Directory, Group Policy
• Microsoft 365, Azure AD, Intune
• Virtualisation: Hyper-V (and some VMware)
• Networking: LAN, WAN, VPN, VLANs, managed Wi-Fi, Firewalls, Switches, Routers
• Chromebooks and Apple devices (macOS, iPads)
• PowerShell scripting and mobile device management (MDM)
• Autotask and Datto stack (RMM and backup tools)

You’ll Thrive Here If:

You’re already working in a 2nd Line role, or you’re a confident 1st Line engineer who’s ready to step up and take on more ownership. You’ll be naturally calm under pressure, good with people, and genuinely enjoy unpicking problems others shy away from. In particular, you'll succeed if you:

• Have 3+ years of IT support experience, ideally in an MSP or education support role
• Are comfortable resolving technical issues across desktop, server, and cloud environments
• Can juggle multiple support requests and keep clients updated along the way
• Are happy mentoring junior team members and sharing knowledge with others
• Want to work somewhere that invests in your growth and progression
• Are confident working from our Hartlepool office and occasionally visiting client sites
• Are happy to undergo security checks for education clients (e.g. DBS)

What You’ll Receive in Return:

• A competitive salary based on your experience and skills
• Ongoing investment in your growth—training, certifications, and real career progression
• A collaborative, down-to-earth team who support one another
• 28 days holiday (including Bank Holidays)
• A modern, welcoming office designed to help you do your best work

Interested?

If you're ready to take the next step in your IT career with a supportive MSP that values your input, we’d love to help you explore this opportunity further.

Equal Opportunity: Humnize represents clients that are equal opportunity employers and do not discriminate based on race, nationality, gender, religion, age, sexual orientation, marital status, disability, or any other protected category. We and our clients celebrate diversity and are committed to creating inclusive environments for all employees.