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.

Theyre now looking for an experienced Tier 2 Support Engineer to join their dynamic service desk team. Youll 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 Youll 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 Youll 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.

Whats in It for You

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

Youll 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 isnt perfect, wed love to hear from you.