Second Line Support Engineer

IT Support Engineer (2nd Line/Second Line)

Hybrid – South Manchester

Full-time | Permanent

£28-32k

Be part of a team that keeps businesses running smoothly.

Our client is a well-established Managed IT Services provider supporting hundreds of growing organisations across the North West. They deliver everything from cloud infrastructure and cybersecurity to network management and IT consultancy — acting as a trusted technology partner for their clients.

They’re now looking for an experienced Tier 2 Support Engineer to join their dynamic service desk team. You’ll play a key role in solving technical challenges, mentoring Tier 1 engineers, and ensuring clients receive outstanding technical support every time.

Why This Role?

• Get hands-on with real customers, solving live issues — not just shadowing.
• Learn directly from experienced engineers, not manuals.
• Build your skills across Office 365, networking, hardware, and desktop support.
• Be part of a business that supports 250+ companies and manages over 5,000 workstations.

What You’ll Do

• Take ownership of escalated support tickets from Tier 1 engineers and resolve complex technical issues.
• Provide remote support to customers covering desktops, servers, networking, and cloud systems.
• Manage user accounts, permissions, and policies across Active Directory and Office 365 .
• Configure, migrate, and support Microsoft 365 tools including Teams, OneDrive, and SharePoint.
• Perform diagnostics, troubleshooting, and security checks on servers and network systems.
• Collaborate with external partners and escalate to Tier 3 when necessary, ensuring detailed documentation.
• Occasionally assist the field engineering team with onsite support.
• Contribute to internal knowledge bases and help train junior engineers.
• Maintain high standards for response times, ticket quality, and customer satisfaction.

What You’ll Bring

• 3+ years’ experience in a similar IT support or helpdesk role.
• Strong working knowledge of Windows Server, Active Directory, and Microsoft 365 administration.
• Confident troubleshooting hardware, software, and networking issues.
• Excellent communication skills with a calm, customer-first approach.
• Ability to work independently, prioritise tasks, and see problems through to resolution.

What’s in It for You

• Access to professional online training and development platforms
• Regular team lunches and social events
• Free on-site parking and breakfasts

You’ll be joining a supportive, close-knit team that values collaboration, openness, and continuous learning . If you take pride in solving problems and want to grow your career in IT support, this could be the perfect next step.

Apply now — even if your CV isn’t perfect, we’d love to hear from you.