2nd Line Support Engineer

Our client is a well-established Managed Service Provider (MSP) supporting a wide range of SME clients across the UK. They deliver fully managed IT services, cloud infrastructure, and cybersecurity solutions with a strong focus on reliability, professionalism, and personal service.

Due to continued growth, they re seeking a capable and confident 2nd Line Support Engineer to join their friendly, professional technical team.

The successful candidate will act as a key escalation point for 1st Line Engineers, providing hands-on technical support across Microsoft 365, Windows Server, networking, and endpoint environments.

This is a client-facing role involving a mix of remote troubleshooting, site visits, and project work. You ll be based in Altrincham, with some flexibility for hybrid working.

A full UK driving licence is essential, as the role involves occasional travel to client sites including London and the Lake District and may occasionally require international travel to support global client operations.

• Deliver 2nd line remote and on-site support for client systems and users.
• Act as an escalation point for the 1st Line team, resolving complex issues.
• Support infrastructure projects, migrations, and deployments.
• Troubleshoot across Microsoft 365, Azure AD, Windows Server, and networking.
• Liaise with senior engineers and vendors where needed.
• Maintain documentation and communicate clearly with clients.
• Contribute to service and process improvements.

• 2 3+ years experience in an MSP or multi-client IT support environment.
• Strong knowledge of Microsoft 365, Intune, and Azure AD.
• Solid understanding of Windows Server, Active Directory, and Group Policy.
• Good grasp of networking fundamentals VLANs, VPNs, DNS, DHCP, firewalls.
• Excellent communication and customer service skills.
• Full UK driving licence and willingness to travel as required.

Desirable:

• Experience with RMM and PSA tools.
• Understanding of Cyber Essentials and IT security best practice.
• Certifications such as CompTIA Network+, Microsoft 365 Fundamentals, or equivalent.

Our client is looking for someone who is:

• Technically strong and pragmatic in their approach.
• Calm, methodical, and dependable under pressure.
• Confident communicating directly with clients.
• Proactive, organised, and able to manage their own workload.
• A team player with a sense of humour and a genuine interest in technology.

• Optional on-call rota participation (with additional pay).

• Ongoing training and certification support.

• Clear progression path within a supportive team.

If you re an experienced IT Support Engineer ready to take the next step and join a growing MSP with a great reputation for reliability and service, we d love to hear from you.

Apply today to find out more about this exciting opportunity.