2nd Line Support Engineer

2nd Line Support Engineer Location: Northampton Job Type: Full-time, Permanent

The Role

Our client is a well-established Managed Service Provider looking to expand their technical support team with an experienced 2nd Line Support Technician. You'll provide 2nd line technical support across IT systems, telephony, networking, and connectivity, ensuring users receive efficient and effective support. You'll also work closely with 1st and 3rd line teams to resolve more complex issues and help improve overall service delivery.

Key Responsibilities

• Manage and resolve day-to-day 2nd line support tickets.
• Troubleshoot hardware, software, network, and Microsoft-related issues.
• Support and maintain desktops, laptops, peripherals, and user accounts.
• Investigate and resolve escalated technical incidents.
• Support network infrastructure, including routers, switches, Wi-Fi, and connectivity.
• Assist with VoIP telephony and Microsoft Teams meeting room technologies.
• Mentor and support the 1st line team where required.
• Identify recurring issues and recommend service improvements.
• Keep technical knowledge up to date and complete relevant certifications.
• Provide occasional onsite customer support and participate in an out-of-hours support rota.
• Work on a rotating shift pattern:
• 8:00am - 4:30pm
• 9:30am - 6:00pm

About You

We're looking for someone who is passionate about IT, enjoys problem-solving, and delivers excellent customer service.

You'll have:

• Previous experience in a 2nd Line Support or similar IT support role.
• Strong knowledge of Microsoft Windows operating systems.
• Experience with Active Directory and Group Policy.
• Experience troubleshooting hardware, software, cloud, and networking issues.
• Familiarity with Microsoft 365, Azure, Entra ID, and Intune.
• Experience supporting VoIP systems and audio-visual technology is desirable.
• Excellent communication and customer service skills.
• Strong organisational skills with the ability to manage multiple priorities.

Qualifications

• GCSE Maths and English (Grade 5/C or above), or equivalent.
• Relevant IT certifications such as CompTIA A+, Microsoft MS-900, AZ-900, or similar are desirable.

What's on Offer?

• Competitive salary.
• Hybrid working (subject to performance).
• 22 days holiday plus your birthday off, increasing to 25 days after your first year.
• Pension scheme.
• Healthcare cash plan.
• Life assurance (3x annual salary).
• Employee discounts on shopping, entertainment, and leisure.
• Ongoing training and funded industry-recognised certifications.
• Dedicated time for personal development and career progression.

Working Environment

Our client offers a collaborative, fast-paced environment where innovation, teamwork, and continuous improvement are encouraged. They value individuals who take ownership, enjoy solving problems, and are committed to delivering an excellent customer experience.

If you're looking to join a business that invests in its people and offers genuine opportunities to develop your IT career, we'd love to hear from you.