2nd Line Engineer – MSP
Location:
Lincoln (Hybrid – Mon & Fri in-office)
Travel:
To client sites as required
Contract:
Full-time
We are looking for an experienced
2nd Line Engineer
to join our growing team at our
North East Hub in Lincoln
. With a rapidly expanding client portfolio, this is a fantastic opportunity to play a key role in delivering high-quality IT support and solutions within a fast-paced, client-focused MSP environment.
You'll be part of a supportive team, working closely with clients and our account management function, while also contributing to projects, service improvements, and the overall client experience.
What you'll be doing:
* Client Support:
Act as the main point of contact for clients, managing and resolving tickets promptly and effectively.
* Client Relationships:
Build strong, lasting relationships with clients, ensuring high satisfaction and retention.
* Projects & Meetings:
Assist with onsite and remote client meetings, project coordination/implementation, complaint handling, and account support.
* Documentation:
Keep accurate records of support activity, resolutions, and client interactions. Provide clear, regular reporting.
* Continuous Improvement:
Spot opportunities to refine processes, implement best practices, and enhance service delivery.
* Pod Development:
Share ideas to improve pod operations and client experience.
* Scheduling & Admin:
Manage scheduling queues, ensure installation manuals and tech specs are added to tickets.
What we're looking for:
* Experience:
Minimum 5 years' hands-on IT support (preferably MSP).
* Qualifications:
Up-to-date Microsoft certifications.
* Driver:
Full UK driving licence and access to own vehicle.
* Technical skills in:
* Windows Desktop & Server support/maintenance
* Active Directory & Group Policy administration
* Microsoft 365 & Microsoft Azure support/maintenance
* Microsoft Endpoint Manager
* VMware vSphere & Horizon
* Network support (routers, switches, firewalls, devices)
* End-user application support
* PowerShell scripting
What we offer:
* Hybrid working (Lincoln Hub base – Monday & Friday in-office)
* Varied and interesting workload with exposure to multiple clients and technologies
* Involvement in both technical support and account-facing activities
* Opportunity to influence processes and be part of a growing MSP