Level 2 MSP Support Engineer

Cameron Clarke Associates; Manchester; On-site; GBP 30,000 - 35,000; Full time

Job summary

A leading MSP in Manchester is seeking a Level 2 MSP Support Engineer to provide essential IT support. The successful candidate will have extensive technical knowledge and experience with IT systems, exhibit excellent problem-solving skills, and be a reliable point of contact for both clients and team members. This role offers professional growth opportunities and the chance to enhance your IT proficiency in a supportive team environment.

Benefits

Training and certification support

Company pension scheme

Flexible working after probation

Free car parking at our Manchester office

Supportive and friendly team culture

Qualifications

• 3+ years managing Windows desktop and server environments.
• Experience with Microsoft 365 tenants.
• Minimum 5 years of IT support experience including 2+ years in a Level 2 MSP role.

Responsibilities

• Providing remote and on-site IT support, troubleshooting issues.
• Managing tickets and escalating when necessary.
• Maintaining detailed technical documentation.

Skills

IT support

Customer service

Technical troubleshooting

Problem solving

Collaboration

Education

CompTIA certifications

Microsoft MCP/MCSE

Tools

Autotask

ConnectWise

Datto

VMware

Microsoft 365

Job description

Social network you want to login/join with:

col-narrow-left

Client:

Location:

Manchester, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Reference:

8d7a36a3be24

Job Views:

8

Posted:

18.06.2025

Expiry Date:

02.08.2025

col-wide

Job Description:

Level 2 MSP Support Engineer | Manchester | Full-time, 40 hours per week, with daily working hours scheduled as either 8:00 am–4:00 pm, 9:00 am–5:00 pm, or 10:00 am–6:00 pm | £30,000 – £35,000 per year (depending on experience and qualifications)

Our client is looking for a senior 2nd-line IT support engineer to join their team in Manchester.

They are a leading MSP with expertise in the field of supporting science-based businesses, with teams based at many of the leading scientific hubs in the country.

If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, they’d like to meet you. Ultimately, you will be a person customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

The successful candidate will have shown dedication to their professional development by achieving industry recognised qualifications such as CompTIA accreditations or Microsoft MCP / MCSE and have direct experience of working with common MSP tools and technologies, such as Autotask, Datto, ConnectWise, VMware, Azure and Microsoft 365.

Suitable candidates will already have MSP experience, Please do not apply for this role if you do not have the relevant MSP experience.

Are you the right person for the job?

• Proven ability to resolve 10+ diverse tickets daily in a live MSP environment, maintaining a first-time fix rate over 70%
• 3+ years of experience managing Windows desktop and server environments, including Group Policies, roaming profiles, and Active Directory for 50–250 users
• Administration experience across 20+ Microsoft 365 tenants, including Exchange Online, SharePoint, Teams, and policy deployment via Intune
• Hands-on experience managing Azure resources such as virtual networks, storage, and Azure AD for at least 5 clients
• Skilled in diagnosing networking issues across firewalls (e.g., SonicWALL, Palo Alto), routers (e.g., DrayTek), switches (e.g., Cisco, HP), and access points (e.g., Ubiquiti, Meraki)
• Experience implementing cybersecurity measures, including MFA, EDR/AV tools, RMM vulnerability monitoring, and Cyber Essentials remediation
• 2+ years using PSA and RMM tools such as Autotask, ConnectWise, or Datto, with effective queue and escalation management
• Participation in 10+ structured IT projects (e.g., migrations, firewall/Wi-Fi/server upgrades), with responsibility for technical delivery and documentation
• Maintains accurate, auditable client documentation using systems like IT Glue or Hudu, including SOPs and handover notes
• Minimum 5 years of IT support experience, including 2+ years in a Level 2 MSP role, demonstrating increasing technical autonomy

Please note: proficiency in the above areas will be assessed as part of the selection process.

Personal Attributes Required

• Self-motivated and organised, able to manage competing service desk and field priorities
• Results-driven, regularly resolving 10+ tickets or escalations per day
• Professional in appearance, attitude, and communication
• Detail-oriented, with strong documentation habits
• Excellent communication and customer service skills in time-critical environments
• Full UK driving licence and own vehicle (essential for client site visits)
• Collaborative team player, able to support Level 1 and Level 3 engineers and mentor junior staff when needed

What will your role look like?

• Providing remote and on-site IT support, swiftly troubleshooting and resolving issues for clients
• Answering support phone calls and emails, managing tickets, and escalating when necessary
• Acting as an escalation point for colleagues, generally L1 helpdesk colleagues
• Providing technical diagnostics and guidance with Google Workspace, Microsoft 365, Windows, Active Directory, Azure, Intune and other related technologies.
• Maintaining detailed technical documentation and contribute to knowledge bases
• Supporting cybersecurity alerts and apply best practices in client environments
• Collaborating with Level 1 and Level 3 engineers, mentoring junior staff when needed

What can you expect in return?

• Opportunity to move into a Level 3 role within 6–12 months
• Flexible working after probation
• Training and certification support
• Supportive and friendly team culture
• Company pension scheme
• Free car parking at our Manchester office

What’s next? It’s easy! Click “APPLY” now! We can’t wait to hear from you!

Your data will be handled in line with GDPR.