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 * 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 ...