2nd Line Service Desk Engineer

We are currently working with a fast-growing Managed Service Provider that prides itself on delivering innovative solutions that drive client success. With a strong commitment to excellence and a passion for superior service, the company has built a reputation as a trusted partner in the industry. They are now entering an exciting phase of expansion across the UK, US, Australia, and Europe.

They are seeking a 2nd Line Engineer to be their first hire based in the Manchester area.

Role Overview:

The 2nd Line Engineer will operate in a hybrid capacity, spending approximately half of their time working remotely, supporting escalated tickets for a UK-based client base. You’ll work across a range of technologies including Microsoft (M365, Azure), Citrix, Veeam, and Gamma.

The role also involves regular visits to client sites across the Manchester area, delivering hands-on infrastructure support. This includes troubleshooting issues, configuring network devices such as switches and routers, and racking and maintaining servers.

This position suits a proactive, hands-on IT professional who thrives in fast-paced environments and enjoys solving complex technical problems. As a key representative of the business in the region, you’ll combine strong technical expertise with a customer-focused approach, ensuring a high standard of service delivery at all times.

Key Responsibilities

Service Desk Support

• Provide efficient 1st and 2nd line support for a wide range of IT issues.
• Resolve service tickets promptly while ensuring high levels of customer satisfaction.
• Configure and troubleshoot Office 365, meeting room devices, and basic networking equipment.

On-Site Support

• Spend 1-2 days per week at client locations in the Manchester area.
• Carry out hands-on tasks including patching, device configuration, setting up switches and routers, and racking servers.
• Organise and manage cabling to maintain functional and tidy workspaces.

Customer Engagement

• Act as the primary on-site contact, delivering professional and approachable service.
• Collaborate with CIOs, Service Delivery Managers, and other stakeholders.
• Build and maintain strong client relationships through proactive communication and problem-solving.

Practical IT Assistance

• Troubleshoot hardware and software issues, providing clear user guidance.
• Ensure meeting room setups, phone systems, and audiovisual equipment are fully operational.

What's on offer:

• Competitive Salary.
• Remote first work.
• Ongoing training and help towards certifications
• Being the first hire in the region for a fast-growing company with lots of opportunities for progression.