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.