2nd Line Support Engineer

2nd Line MSP Engineer

Mansfield (Onsite)

Salary: £34,000

Full-time | Permanent

We're looking for a 2nd Line MSP Engineer to join a growing technical team based in Mansfield. This is a great opportunity for someone with solid MSP or service desk experience who enjoys troubleshooting complex issues, working directly with clients, and gaining further exposure to cyber security and modern cloud environments.

You'll be supporting a variety of SME clients across their Microsoft environments, networks and security platforms, acting as an escalation point for 1st line engineers while working closely with senior engineers on projects and security initiatives.

The Role

As a Second Line Engineer, you'll be responsible for resolving escalated technical issues, supporting client infrastructure, and helping maintain secure and reliable IT environments.

Your day-to-day will include:

• Troubleshooting 2nd line technical issues across servers, endpoints and networks
• Supporting Microsoft 365, Windows Server and Active Directory environments
• Managing tickets and ensuring issues are resolved within agreed SLAs
• Acting as an escalation point for 1st line engineers
• Supporting cloud technologies such as Microsoft 365 and Azure
• Assisting with cyber security best practices, patching and system monitoring
• Supporting networking issues including firewalls, VPNs and connectivity
• Working with third-party vendors to resolve complex incidents
• Assisting with client onboarding, system upgrades and IT projects
• Occasionally visiting client sites where required

2nd line engineers typically handle more complex issues escalated from first line support and provide deeper troubleshooting across systems and networks.

What We're Looking For

• Experience in a 2nd Line IT Support role (ideally within an MSP environment)
• Strong knowledge of:
• Microsoft 365
• Windows 10 / 11
• Windows Server
• Active Directory / Entra
• Basic networking knowledge (DNS, DHCP, VPNs, firewalls)
• Exposure to cyber security tools, policies or frameworks
• Experience using RMM and ticketing systems
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer service skills
• Full UK driving licence (preferred)

Desirable Experience

• Microsoft Azure exposure
• Endpoint management (Intune)
• Backup solutions or disaster recovery tools
• Security tools such as MFA, Defender, or firewall management

Key Skills - 2nd Line, 365, Windows, Windows Service, Cyber, Active Directory