2nd/3rd Line Support Engineer – IT MSP Location: Primarily office-based in the Reading area, with occasional visits to client sites Job Type: Permanent / Full-Time Salary: £30,000 – £36,000 per annum up to 10% matched pension contribution Essential: Licence: Full Clean UK Driving Licence required MSP experience is essential — candidates without prior experience working within a Managed Service Provider will not be considered. Role Overview: We are currently seeking a highly capable 2nd/3rd Line Support Engineer to join a growing IT Managed Service Provider (MSP). This is a fantastic opportunity for an experienced technical support professional who thrives in a customer-focused, multi-client environment. You’ll provide enterprise-level technical support to a diverse client base, supporting the smooth operation of computer systems, software, and hardware. This is a hands-on role suited to someone with strong problem-solving skills, excellent communication abilities, and a proactive, team-oriented mindset. Key Responsibilities: Provide remote and occasional on-site technical support to clients (2nd/3rd line). Troubleshoot and resolve issues across hardware, software, and networking. Manage tickets and workflows via a helpdesk system. Setup, configure, and support desktops, servers, printers, phones, routers, firewalls, and access points. Document solutions and build a knowledge base. Collaborate with peers and escalate complex issues when necessary. Assist with training needs analysis and internal skill development. Technical Requirements: Experience in a technical support role within an MSP (essential). Strong knowledge of Windows OS and modern Windows Server environments (Domains, AD, DNS, DHCP). Experience with virtualization technologies (VMware vCenter, ESXi or Hyper-V). Good understanding of networking fundamentals and hardware components. Familiarity with Microsoft 365 suite (Entra, Teams, SharePoint, InTune, Exchange). Exposure to backup systems, enterprise firewalls, and email security platforms. Hands-on experience with remote support tools (e.g., LogMeIn, Rescue). Knowledge of security and cloud file-sharing solutions (e.g., Sophos, Egnyte, Ubiquiti) is advantageous. IT certifications or formal technical qualifications are desirable. Personal Attributes: Customer-focused with excellent communication skills (written and verbal). Detail-oriented and technically articulate. Able to work under pressure and independently manage workloads. Collaborative team player with a solution-driven mindset. Schedule: Monday to Friday, 8:45am – 5:45pm Occasional paid weekend work may be required Travel time to office and client sites is additional If you're looking to take the next step in your technical support career with a dynamic MSP environment, apply now to join a team where your contribution will make a real impact.