Senior 2nd Line Engineer
Role: Senior 2nd Line IT Support Engineer Location: Horsham area (Office-based with occasional client visits) Salary: £33,000 - £37,000 depending on experience Job Type: Full Time
About the Role
An established and growing Managed Service Provider in the Horsham area is looking for a Senior 2nd Line IT Support Engineer to join their technical team.
This role is ideal for someone who enjoys solving complex technical issues, working across a variety of technologies, and supporting a diverse range of small and medium-sized business clients.
You will be responsible for resolving escalated support issues, mentoring junior engineers, and contributing to project work including infrastructure upgrades, cloud migrations and security improvements.
This is a hands-on technical role where strong troubleshooting ability, excellent customer service, and a proactive approach are essential.
Key Responsibilities
* Provide 2nd line technical support for infrastructure, cloud, and end-user issues* Troubleshoot escalated incidents from the service desk* Support Microsoft 365 environments, including administration and troubleshooting* Manage and support Windows Server environments and Active Directory* Assist with network troubleshooting including switches, firewalls, and VPNs* Support backup, disaster recovery, and security solutions* Assist with cloud migrations and infrastructure projects* Work closely with 1st line engineers, providing guidance and escalation support* Document solutions, procedures, and client environments* Deliver excellent customer service to business clients
Required Skills & Experience
* 3+ years experience in an IT support or MSP environment* Strong experience with:* Microsoft 365 administration* Windows Server (2016/2019/2022)* Active Directory & Group Policy* Azure / cloud services* Networking fundamentals (DNS, DHCP, VPNs, VLANs)* Experience supporting SME clients* Strong troubleshooting and problem-solving skills* Ability to manage multiple support tickets and priorities* Excellent communication skills
Desirable Skills
* Experience with Azure AD / Entra ID* Firewall administration (SonicWall, Fortinet, WatchGuard or similar)* Backup technologies (Veeam, Datto, etc.)* RMM / PSA tools used within managed services* Exposure to cyber security tools or frameworks* Microsoft certifications (MS-900, AZ-900, or similar)
What We Offer
* Salary between £33,000 - £37,000* Supportive technical team environment* Opportunities to work with modern cloud and security technologies* Training and certification support* Exposure to a wide variety of client environments* Career progression within a growing MSP
Ideal Candidate
You will be someone who enjoys getting stuck into technical challenges, thrives in a fast-paced support environment, and takes pride in delivering high-quality IT support to business clients.
A background working within a managed service provider or multi-client support environment would be highly advantageous.