2Nd Line Support Engineer

VIQU IT; Redditch; On-site; GBP 33,000 - 38,000; Full time

Job summary

VIQU IT are recruiting an experienced 2nd Line Support Engineer to join their growing MSP team in Redditch. You will handle escalated issues across client environments, focusing on Microsoft technologies, servers, networking, cloud, virtualization and projects.

The role covers Windows 10/11, Microsoft 365, Active Directory/Entra ID and Windows Server, with exposure to Azure and Google Cloud, plus VPNs, VLANs and troubleshooting hardware/software.

Qualifications

• 2-3 years' MSP experience in a 2nd/3rd line role.
• Strong Microsoft experience: Windows 10/11, M365, AD/Entra ID, Windows Server.
• Networking knowledge: TCP/IP, DNS, DHCP, VPNs, IP addressing, VLANs.
• Experience troubleshooting switches, firewalls, Wi‑Fi and connectivity.
• Exposure to Azure, Google Cloud and virtualization.
• Strong troubleshooting skills with SLA experience.
• Excellent customer communication and ability to manage varied client environments.
• Apple/Mac support experience would be advantageous.

Responsibilities

• Provide 2nd Line support across a diverse range of client environments.
• Own and resolve escalated technical incidents within agreed SLAs.
• Troubleshoot Microsoft 365, Windows, server, hardware and software issues.
• Diagnose and resolve networking issues across VLANs, switches, firewalls, Wi‑Fi, DNS, DHCP and VPNs.
• Support Active Directory, Entra ID, cloud and virtualised environments.
• Assist with migrations, upgrades, deployments and infrastructure projects.
• Maintain technical documentation and provide guidance to 1st Line colleagues.

Skills

MSP experience

Windows 10/11

Microsoft 365

Active Directory / Entra ID

Windows Server

Networking

TCP/IP

DNS

DHCP

VPNs

VLANs

Azure / Google Cloud / virtualization

Troubleshooting

Customer communication

Mac support

Job description

2nd Line Support Engineer

Redditch

Permanent - Full-time

£33,000-£38,000 DOE

VIQU have partnered with a growing Managed Service Provider who are looking to recruit an experienced 2nd Line Support Engineer to join their team. This is an excellent opportunity to work across varied client environments, taking ownership of escalated issues while gaining exposure to Microsoft technologies, servers, networking, cloud, virtualisation and client projects.

Key Requirements of the 2nd Line Support Engineer:

• 2-3 years' experience in an MSP, ideally in a 2nd/3rd Line role.
• Strong Microsoft experience across Windows 10/11, Microsoft 365, Active Directory/Entra ID and Windows Server.
• Strong networking knowledge, including TCP/IP, DNS, DHCP, VPNs, IP addressing and VLANs.
• Experience troubleshooting switches, firewalls, Wi‑Fi and general connectivity issues.
• Exposure to Azure, Google Cloud and virtualisation.
• Strong troubleshooting skills and experience working to SLAs.
• Excellent customer communication skills and the ability to manage varied client environments.
• Apple/Mac support experience would be advantageous.

Key Responsibilities of the 2nd Line Support Engineer:

• Provide 2nd Line support across a diverse range of client environments.
• Own and resolve escalated technical incidents within agreed SLAs.
• Troubleshoot Microsoft 365, Windows, server, hardware and software issues.
• Diagnose and resolve networking issues across VLANs, switches, firewalls, Wi‑Fi, DNS, DHCP and VPNs.
• Support Active Directory, Entra ID, cloud and virtualised environments.
• Assist with migrations, upgrades, deployments and infrastructure projects.
• Maintain technical documentation and provide guidance to 1st Line colleagues.