Senior Second-Line IT Support Engineer (Hybrid)

Alliance Personnel; Hereford; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Alliance Personnel is seeking a capable Second Line Support Engineer to join a growing MSP team in the UK. You will handle escalated incidents with deeper technical knowledge, support Windows endpoints/servers, AD and Microsoft 365, and collaborate across first and third-line teams on a varied tech stack.

Hybrid working is offered with in-person mornings on Mon/Wed/Fri, occasional travel to client sites, and a focus on proactive problem management and knowledge sharing.

Qualifications

• Experience in technical support or MSP environment with a focus on second-line issues.
• Strong troubleshooting across Windows Server, AD and cloud services.
• Excellent customer service and clear communication for users with varying knowledge.

Responsibilities

• Own and resolve escalated incidents from the First Line Support team in line with SLAs.
• Troubleshoot hardware, software, networking, identity, Microsoft 365 and cloud-service issues.
• Conduct root-cause analysis for recurring problems and implement lasting fixes.
• Provide clear, professional updates to customers and deliver an excellent support experience.
• Support Windows endpoints and servers, Active Directory, Microsoft Entra ID, Microsoft 365, networking equipment and security services.
• Complete installations, upgrades, maintenance and project work across customer environments.
• Maintain accurate ticket notes, technical documentation and knowledge-base articles.
• Proactively monitor customer systems, identify risks and take preventative action.
• Collaborate with first and third-line colleagues, share knowledge and support team development.
• Provide remote support and attend customer site visits occasionally for cross-functional projects.

Skills

Troubleshooting

Customer service

MSP experience

Windows environments

Microsoft 365

Active Directory

Networking basics

Documentation

Tools

HaloPSA

Huntress

Mail Assure

Exclaimer

Cove Data Protection

CIPP

Job description

Alliance Personnel is seeking a capable Second Line Support Engineer to join a growing MSP team in the UK. You will handle escalated incidents with deeper technical knowledge, support Windows endpoints/servers, AD and Microsoft 365, and collaborate across first and third-line teams on a varied tech stack.

Hybrid working is offered with in-person mornings on Mon/Wed/Fri, occasional travel to client sites, and a focus on proactive problem management and knowledge sharing.