2nd line Support Engineer

2nd Line Engineer

Our client is a well-established and ambitious technology company that focuses on enhancing client business performance through effective and performant IT systems. We’ve been at the forefront of our client’s productivity and success for over 25 years, and as we continue to grow, we are seeking talented individuals to join our team.

Currently, we have an exciting opportunity for an experienced 2nd Line Support engineer to join us. In this role, you will play a crucial part in maintaining a high standard of client care as we expand our service delivery capabilities. Reporting directly to the Service Desk Manager, this position is ideal for a 2nd line engineer who is ready to take the next step in their career.

Collaboration is key in our growing team, and we highly value accountability for the satisfaction of our clients. Your day-to-day responsibilities will involve effective troubleshooting and solving of various IT issues and timely responses to client phone calls and tickets. You’ll also make visits to customer sites to provide onsite support and install hardware such as Desktops, Laptops, Network equipment and Printers.

This role will be based at our Manchester site, with occasional travel required to visit our clients and our sister site in Stoke on Trent. Hence, having a driving license and access to your own vehicle is highly desirable.

If you are passionate about technology, dedicated to client satisfaction, and thrive in a dynamic and expanding environment, we encourage you to apply and become a valuable part of our team.

Your key skills must include:

• Experience with Windows 10 & 11, Office 365, Exchange, SharePoint
• Good knowledge of Active Directory, Azure and Entra
• Knowledge of Ubiquiti, Draytek, WatchGuard and other network products and configuration of devices
• Experience with common network devices and cabling formats, configuring equipment
• Strong understanding of networking fundamentals, e.g. TCP/IP, DNS, DHCP, VLANs
• MDM and Intune experience
• Windows Server 2012 - 2025 setup and management
• Basic PowerShell usage
• Understanding of Hyper-V, VMWare and common virtualisation principles
• VoIP Telephony, including desk phones and softphones.

To be successful in this role, you’ll need to:

• Be a dependable, self-motivated individual who can prioritise tasks based on urgency and importance.
• Possess strong troubleshooting skills with both software and hardware, applying theoretical and practical knowledge to resolve issues.
• Be able to respond to customers incidents either by telephone, email or face to face and maintain a professional manner in fast paced, dynamic situations.
• Have at least 2 years’ experience in a service desk role in an MSP environment or deskside support role.
• Exhibit exceptional customer service skills in a variety of environments.

What can we offer you?

First and foremost, we’re a team that supports each other as we work hard to empower our clients. Our team prides itself in supporting each other and passing knowledge to help us all grow. We offer weekly time for training and development to help you progress your career. You’ll be joining a company where you can thrive, develop your career and enjoy your time with colleagues and clients.

By joining us, you’ll be provided with the following benefits:

• A competitive salary - TBD based on experience
• Flexible hybrid working arrangements
• Healthcare plan
• 25 days annual leave plus bank holidays, and your birthday off
• A day off for a charity event each year
• Mental health first aiders
• Team socials and lunches
• Continuous learning and development, with scheduled time each week to study