Salary: £29,000 - 33,000 per year Requirements: Proven experience in a 2nd line IT support role, ideally within a Managed Service Provider environment Strong knowledge of Microsoft Windows desktop and server operating systems Experience supporting Microsoft 365 and cloud-based services Solid understanding of networking fundamentals and troubleshooting Experience using ticketing systems and remote support tools Strong communication skills with a customer-focused approach Ability to manage and prioritise a varied workload in a busy support environment Responsibilities: Provide 2nd line technical support to multiple MSP clients via phone, email, and remote support tools Handle escalated tickets from the 1st line team, ensuring issues are resolved within agreed SLAs Troubleshoot and support Windows 10/11 and Windows Server environments Administer and support Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive Manage Active Directory, Group Policy, user accounts, permissions, and security groups Diagnose and resolve networking issues including DNS, DHCP, TCP/IP, VPNs, and firewall-related problems Support onboarding and offboarding of users and devices Maintain accurate ticket updates and technical documentation Escalate complex or unresolved issues to 3rd line support when required Work collaboratively with internal teams to improve service delivery and processes Technologies: Active Directory Cloud Firewall Support Microsoft 365 Security SharePoint TCP/IP Windows Office 365 More: We are a well-established and growing Managed Service Provider (MSP) based in Gloucester, looking to recruit a 2nd Line Service Desk Engineer. This position offers an excellent opportunity for an experienced support engineer to join our busy technical team, supporting a diverse client base in a fast-paced environment. We provide a hybrid working model, private health and dental care, paid charity leave, and funded training for industry-recognized certifications. Our supportive team culture fosters training, development, and career progression. last updated 8 week of 2026