2nd Line Support Engineer

JR United Kingdom; Northwich; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A growing Managed Service Provider is seeking a 2nd Line Support Engineer for hybrid work in Northwich. The role involves delivering technical support for clients, focusing on networking and cloud systems, particularly Microsoft Azure. Candidates should have strong networking skills and experience in a professional IT environment, contributing to a high-performing support team.

Qualifications

• Proven experience as 2nd Line Support Engineer or similar role.
• Strong knowledge of networking (TCP/IP, DNS, DHCP, VLANs).
• Experience with Azure services and ticketing systems.

Responsibilities

• Provide 2nd line technical support to clients.
• Diagnose and troubleshoot IT/network issues.
• Support Azure-related tasks and maintain network equipment.

Skills

Networking fundamentals

Problem-solving

Communication

Analytical skills

Education

Experience as 2nd Line Support Engineer

Hands-on experience with Cisco equipment

Experience with Microsoft Azure

Job description

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Location: Northwich - Hybrid (3 days in office)

A growing and expanding MSP are looking for a 2nd Line Support Engineer to join the team. You will be delivering exceptional technical support across a range of modern IT environments for our VIP clients. You'll be at the forefront of resolving IT issues and ensuring robust infrastructure performance, particularly across networking and cloud-based systems like Microsoft Azure.

Responsibilities:

• Provide 2nd line technical support to clients, addressing issues related to hardware, network infrastructure, and cloud environments (Azure).
• Diagnose and troubleshoot complex IT and network issues, escalating to 3rd line support when necessary.
• Support Azure-related tasks including resource monitoring, user management, patching and troubleshooting connectivity or identity issues.
• Collaborate with other support engineers to resolve incidents in a timely and efficient manner.
• Install, configure, and maintain network equipment (e.g., switches, routers, firewalls), as well as servers and end-user systems.
• Ensure compliance with IT policies, procedures, and security protocols, including network and cloud security standards.
• Document support processes and resolutions for future reference.
• Provide regular progress updates to customers, ensuring clear communication throughout the support lifecycle.

Requirements:

• Proven experience as a 2nd Line Support Engineer or similar role in a professional IT environment.
• Strong knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, and routing/switching.
• Hands-on experience with Cisco networking equipment and command-line configuration is highly desirable.
• Experience supporting or administering Microsoft Azure (e.g., virtual machines, storage, Active Directory, networking, security groups).
• Experience in a Support/ Service/ Helpdesk environment with exposure to SLA-based ticketing systems.
• Excellent problem-solving, analytical, and communication skills.
• Ability to work independently and collaboratively as part of a high-performing support team.

Preferred Certifications: