2nd Line Support Engineer

Pioneering People; Ringwood; On-site; GBP 32,000 - 35,000; Full time

Job summary

A UK-based Managed Service Provider is seeking a 2nd Line IT Support Engineer in Ringwood. This office-based role offers a salary of £32,000–£35,000 and involves diagnosing and resolving technical issues while supporting a diverse range of clients. Strong problem-solving skills and prior experience in a similar environment are essential. Join a collaborative team dedicated to providing exceptional IT solutions.

Benefits

22 days annual leave

Friendly, collaborative office culture

Opportunities for professional development

Qualifications

• Experience with Windows Desktop & Server OS.
• Knowledge of Office 365 and cloud control panels.
• Proficient in desktop support and fault diagnosis.
• Familiarity with networking, broadband, and VoIP.

Responsibilities

• Diagnose and resolve 2nd line issues via remote support.
• Work with clients to understand and recreate problems.
• Escalate complex issues to 3rd line colleagues when necessary.
• Monitor open tickets and drive them through to resolution.

Skills

Logical, methodical approach to troubleshooting

Strong communication skills

Ability to juggle priorities

Experience supporting organizations of 20–500 users

Full UK driving licence

Education

GCSE Maths & English (C or above)

GCSE Science or Computer-related subject

Tools

Windows Desktop & Server OS

Office 365

Networking

Mobile device support

Job description

2nd Line IT Support Engineer | Ringwood (BH24) | £32k–£35k | Office-Based

Join one of the UK’s fastest-growing Managed Service Providers and take your IT career to the next level! If you’re a sharp-thinking problem solver who loves variety, teamwork, and delivering great customer service, this is the role for you.

At entrust IT , you won’t just be resetting passwords — you’ll be supporting and shaping the IT environments of businesses across the UK. Expect high-quality tools, a supportive culture, and challenges that genuinely stretch your skills.

What You’ll Be Doing :

As a 2nd Line IT Support Engineer , you’ll be right at the heart of our Service Team, taking ownership of technical issues and ensuring our clients get fast, clear, and effective support.

You will :

• Diagnose and resolve 2nd line issues via remote support
• Work with clients to fully understand and recreate problems
• Escalate complex issues to 3rd line colleagues when needed
• Monitor open tickets and drive them through to resolution
• Support a wide variety of clients, infrastructures, and technologies
• Occasionally visit customer sites (no daily travel!)
• Every day brings something different — no two networks, clients, or challenges are the same.

What You Bring :

• A logical, methodical approach to troubleshooting
• Strong communication — calm, clear, confident
• Ability to juggle priorities without losing focus
• Experience supporting organisations of roughly 20–500 users
• Full UK driving licence

Technical Skills You’ll Use Daily :

• Windows Desktop & Server OS
• Office 365 & cloud control panels
• Desktop support & fault diagnosis
• Networking, broadband, VoIP
• Mobile device support
• Backup monitoring platforms
• Virtual / remote desktop solutions

Qualifications

• GCSE Maths & English (C or above)
• GCSE Science or Computer-related subject

Valued (but not essential) :

• Microsoft 365, CompTIA, or GTIA certifications
• Vendor certs such as Veeam, Mimecast, NinjaOne, Sophos

What’s in It for You?

• £32,000–£35,000 based on experience
• 22 days annual leave
• A friendly, collaborative office culture
• Real variety — every day is different
• Opportunities for professional development
• High-quality tools & an environment that values good engineering
• Avoid the city centre traffic!
• Be part of a team where your ideas and input genuinely matter

Why entrust IT?

We’re an ambitious, growing MSP with a passion for doing IT right. You’ll be part of a talented team that cares about quality, collaboration, and creating solutions that genuinely help our customers succeed.

This is the place for you if you want :

• Real influence
• Interesting technical challenges
• Supportive colleagues
• Space to grow your career

Ready to Join Us?

Apply Now for this exciting new 2nd Line Support position for immediate consideration.