2nd Line Support Engineer

Role: 2nd Line Support Engineer

Location: Hereford

Salary: Up to £35,000 + benefits

The Opportunity

Are you a talented IT support professional ready to take the next step in your career? This is a fantastic opportunity to join a MSP that delivers exceptional technical support to a diverse client base across the region. With ambitious growth plans, including expansion into wider geographic areas, this role offers a platform to sharpen your technical skills, gain exposure to a variety of systems, and be part of a team where your input truly matters.

Even better, this MSP places a huge emphasis on career development and training, offering clear pathways to progress into 3rd Line Support or Consultant-level positions as the company continues to expand.

The Role

As a 2nd Line Support Engineer, you’ll be the go-to person for escalated issues, resolving more complex incidents that 1st line can’t fix. You’ll get hands-on with a broad range of technologies while supporting both business clients and individual users.

• Troubleshoot and resolve 2nd line incidents across hardware, software, networking, and Microsoft 365 environments.
• Work directly with customers via phone, remote tools, and occasional site visits.
• Assist with installations, upgrades, and ongoing system maintenance.
• Escalate unresolved issues where appropriate, ensuring clients are always kept informed.
• Share knowledge and support the 1st line team to reduce escalations over time.

About You

We’re looking for someone with a passion for problem solving and excellent customer service. If you thrive on variety and enjoy working with different technologies and people, this could be the right fit for you.

• 2+ years’ experience in IT support, ideally within an MSP or multi-client environment.
• Strong technical knowledge of Windows operating systems, Active Directory, networking fundamentals (TCP/IP, LAN/WAN), and Microsoft 365.
• Confident troubleshooting hardware and software issues.
• Excellent communication skills, you can make technical issues understandable for non-technical users.
• A team player who’s adaptable, resourceful, and eager to learn.

Desirable but not essential: IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft qualifications (MCSA, Azure, etc.).

What’s in it for You?

• Salary up to £35,000, depending on experience.
• The chance to join a growing MSP with big plans, meaning genuine career progression as the company expands.
• Clear opportunities to advance into 3rd Line or Consultant-level roles, with training and mentoring provided along the way.
• Exposure to a wide variety of technologies and clients, keeping your work varied and engaging.
• Supportive, close-knit team where your ideas and input will be valued.
• A mix of remote troubleshooting and onsite support, no two days are the same.

Why Apply?

This isn’t just another IT support role. It’s an opportunity to:

• Step up technically and build on your expertise.
• Be part of a growth journey, not just a number in a large corporate.
• Shape your career within a business that invests in its people, with structured training and clear progression routes to more senior roles.

If you’re looking for a role where you can make a real impact, work with a variety of clients and technologies, and grow alongside an expanding business, this could be the ideal next step for you. Interested?

Apply today with your CV and take your next step as a 2nd Line Support Engineer with a forward-thinking MSP that’s going places.