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2nd Line Support Engineer
Job Posted: 12 hours ago
Salary: £ 29,000 - 33,000 / Annum
Job Type: Permanent
Location: Gloucester, Gloucestershire
Expire in: a month
Job Description
2nd Line Service Desk Engineer
Location: Gloucester (Hybrid working – 2–3 days per week from home)
Type: Permanent
Salary: Up to £33,000 DOE
Overview
I am working with a well-established and growing Managed Service Provider (MSP) based in Gloucester who are looking to recruit a 2nd Line Service Desk Engineer. This is an excellent opportunity for an experienced support engineer to join a busy technical team supporting a diverse client base in a fast-paced MSP environment.
The successful candidate will act as an escalation point from 1st line, taking ownership of incidents and service requests while delivering a high level of customer service.
Key Responsibilities
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Provide 2nd line technical support to multiple MSP clients via phone, email, and remote support tools
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Handle escalated tickets from the 1st line team, ensuring issues are resolved within agreed SLAs
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Troubleshoot and support Windows 10/11 and Windows Server environments
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Administer and support Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive
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Manage Active Directory, Group Policy, user accounts, permissions, and security groups
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Diagnose and resolve networking issues including DNS, DHCP, TCP/IP, VPNs, and firewall-related problems
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Support onboarding and offboarding of users and devices
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Maintain accurate ticket updates and technical documentation
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Escalate complex or unresolved issues to 3rd line support when required
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Work collaboratively with internal teams to improve service delivery and processes
Required Skills & Experience
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Proven experience in a 2nd line IT support role, ideally within a Managed Service Provider environment
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Strong knowledge of Microsoft Windows desktop and server operating systems
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Experience supporting Microsoft 365 and cloud-based services
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Solid understanding of networking fundamentals and troubleshooting
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Experience using ticketing systems and remote support tools
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Strong communication skills with a customer-focused approach
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Ability to manage and prioritise a varied workload in a busy support environment
Working Arrangement & Benefits
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Hybrid working model: 2–3 days per week working from home
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Private health and dental care
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Paid charity leave
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Funded training and industry recognised certifications
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Office-based days in Gloucester
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Opportunity for training, development, and career progression
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Supportive team culture within a growing MSP
Eligibility
All applicants must have the right to work in the UK and be within a commutable distance of the Gloucester office. Sponsorship is not available for this roleBefore You Apply
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