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This isn’t just another service desk role. You’ll join a well-established MSP that supports education and small business clients across the UK, delivering high-quality support with a personal touch. Based in their newly expanded Hartlepool office, you’ll become a key part of a close-knit team that values curiosity, communication, and getting things done right.

If you enjoy working across a broad tech stack, solving problems properly (not just closing tickets), and being part of a team that supports each other, you’ll feel right at home. As a 2nd Line Support Engineer, you’ll be the go-to person for escalated issues from the 1st line team, owning the resolution of technical problems and helping improve client systems along the way.

You’ll also play an active role in audits, project work, and client recommendations—so there’s plenty of scope to stretch your skills and make an impact.

You won’t be stuck working with the same handful of tools. Expect to get your hands on a wide range of technologies that keep things interesting and keep your skills growing.

• Microsoft Windows 10 & 11, Windows Server (2019 onwards), Active Directory, Group Policy
• Microsoft 365, Azure AD, Intune
• Virtualisation: Hyper-V (and some VMware)
• Networking: LAN, WAN, VPN, VLANs, managed Wi-Fi, Firewalls, Switches, Routers
• Chromebooks and Apple devices (macOS, iPads)
• PowerShell scripting and mobile device management (MDM)
• Autotask and Datto stack (RMM and backup tools)

You’re already working in a 2nd Line role, or you’re a confident 1st Line engineer who’s ready to step up and take on more ownership. You’ll be naturally calm under pressure, good with people, and genuinely enjoy unpicking problems others shy away from. In particular, you'll succeed if you:

• Have 3+ years of IT support experience, ideally in an MSP or education support role
• Are comfortable resolving technical issues across desktop, server, and cloud environments
• Can juggle multiple support requests and keep clients updated along the way
• Are happy mentoring junior team members and sharing knowledge with others
• Want to work somewhere that invests in your growth and progression
• Are confident working from our Hartlepool office and occasionally visiting client sites
• Are happy to undergo security checks for education clients (e.g. DBS)

• A competitive salary based on your experience and skills
• Ongoing investment in your growth—training, certifications, and real career progression
• A collaborative, down-to-earth team who support one another
• 28 days holiday (including Bank Holidays)
• A modern, welcoming office designed to help you do your best work

If you're ready to take the next step in your IT career with a supportive MSP that values your input, we’d love to help you explore this opportunity further.

Equal Opportunity: Humnize represents clients that are equal opportunity employers and do not discriminate based on race, nationality, gender, religion, age, sexual orientation, marital status, disability, or any other protected category. We and our clients celebrate diversity and are committed to creating inclusive environments for all employees.