2nd Line Support Engineer

2nd Line Service Desk Engineer

Salary: 27,000 - 32,500 DOE

Location: Plymouth, Devon

Excellent benefits include:

• 25 days holiday plus Bank Holidays (increasing with service)
• Fully funded training and industry-recognised certifications
• Vitality Healthcare Scheme
• 1 day per year fully paid to volunteer for charity
• Regular social events

Are you a curious, inquisitive 2nd line support engineer who is keen to learn, develop, and progress? Do you want to work in a split role supporting both a high-security client on-site and multiple MSP customers? Then this role is for you!

Our client, a leading IT service provider across a diverse mix of industries, is looking for a 2nd Line Service Desk Engineer.

They work with you to achieve your goals, providing fully funded training and industry-recognised certifications.

Key Responsibilities

• Provide 2nd Line technical support across desktops, servers, networks and cloud services
• Deliver on-site support for a high-security client, ensuring compliance with strict security policies
• Troubleshoot and resolve escalated technical issues, both remotely and in person.
• Support Microsoft 365, Windows Server and networking technologies
• Work with security-conscious organisations, following best practices for data protection and compliance.

Key Requirements

• 2+ years' experience in an IT support role (preferably within an MSP)
• Strong knowledge of Microsoft 365 (Email concepts, SharePoint, OneDrive, Azure AD)
• Good Network understanding (LAN, WAN, VLAN, WIFI, IPSEC, VPN)
• Knowledge and experience of Windows Servers (Active Directory, DHCP, DNS, GPOs, Print Management)
• Valid driving licence - flexible with travel and willing to be on the helpdesk or out on-site
• Ability to obtain security clearance (SC level or higher)

Bonus Points for:

• Experience working in an MSP environment
• Exposure to MSP tools (RMM, PSA, ITIL frameworks)
• Understanding of cyber security frameworks (Cyber Essentials, ISO 27001)
• Knowledge of virtualisation (Hyper-V, VMware) and cloud platforms (Azure)

Key Behaviours

• Exceptional communication and listening skills
• Curious and inquisitive
• Desire to progress
• Hunger to learn and develop
• Friendly and approachable
• Team player
• Proactive nature
• Strong attention to detail
• Excellent problem-solving and troubleshooting skills

If you're enthusiastic about IT, enjoy problem-solving, and want to build your career within a forward-thinking MSP, we'd love to hear from you!