2nd Line Support Engineer

In Technology Group; Lancaster; On-site; GBP 30,000 - 35,000; Full time

Job summary

A leading Managed Service Provider based in Lancaster is seeking a skilled 2nd/3rd Line IT Support Engineer to handle escalated support queries and manage complex IT issues. This role involves project delivery and contributing to improvement of support processes, offering a salary up to £35,000 per annum depending on experience.

Qualifications

• Proven experience in 2nd or 3rd line support within an MSP.
• Strong knowledge of Windows Server, Active Directory, and Microsoft 365.
• Excellent troubleshooting and customer service skills.

Responsibilities

• Troubleshoot and resolve 2nd/3rd line IT issues across multiple technologies.
• Lead projects like server migrations and network upgrades.
• Assist in training and mentoring junior staff.

Skills

Windows Server

Active Directory

Group Policy

DNS/DHCP

Microsoft 365

Virtualisation

Networking

Backup solutions

Troubleshooting

Customer Service

Education

Microsoft certifications (MS-100, AZ-104, MCSA/MCSE)

CompTIA Network+ / Security+

ITIL Foundation

Tools

RMM tools

PSA systems

Ticketing platforms

Job description

Job Title: 2nd/3rd Line Engineer
Location: Lancaster (full-time onsite)
Industry: Managed Service Provider
Salary: Up to 35k per annum (DOE)

About Us

We are a fast-growing Managed Service Provider (MSP) based in Lancaster, delivering expert IT support and strategic consultancy to a diverse range of clients across the North West and beyond. Our mission is to provide reliable, proactive, and future-proof IT solutions that empower our clients to focus on what they do best.

Role Overview

We are looking for a skilled and motivated 2nd/3rd Line IT Support Engineer to join our team. This is a key technical role that involves handling escalated support queries, managing complex IT issues, assisting with project delivery, and contributing to continuous improvement of our support processes.

You will work closely with our service desk and projects team, providing high-quality support both remotely and on-site.

Key Responsibilities

• Troubleshoot and resolve complex 2nd/3rd line issues across a range of technologies, including servers, networking, and cloud platforms.
• Escalation point for 1st/2nd line engineers and direct liaison with clients for high-priority incidents.
• Configure, deploy, and maintain hardware and software solutions (workstations, servers, firewalls, etc.).
• Lead or assist in delivering IT infrastructure projects (e.g., server migrations, Office 365 deployments, network upgrades).
• Monitor system performance and proactively address potential issues.
• Maintain clear documentation for client environments and internal knowledge base.
• Support and contribute to internal training and mentoring of junior staff.
• Ensure compliance with security best practices and company standards.
• Provide on-call or out-of-hours support on a rota basis, when required.

Required Skills & Experience

• Proven experience in a 2nd or 3rd line support role, ideally within an MSP environment.
• Strong knowledge of Windows Server (2016/2019/2022), Active Directory, Group Policy, DNS/DHCP.
• Experience with Microsoft 365 (Exchange Online, SharePoint, Teams, Intune, Azure AD).
• Virtualisation (Hyper-V and/or VMware).
• Networking (TCP/IP, VLANs, firewalls, VPNs, switches, routers).
• Backup and disaster recovery solutions (e.g., Veeam, Datto, Acronis).
• Familiarity with RMM tools, PSA systems (e.g., ConnectWise, Autotask), and ticketing platforms.
• Excellent troubleshooting and customer service skills.
• Full UK driving licence and access to own vehicle (travel to client sites may be required).

Desirable Qualifications

• Microsoft certifications (e.g., MS-100, AZ-104, MCSA/MCSE)
• CompTIA Network+ / Security+
• ITIL Foundation

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.