We are currently working with a fast-growing Managed Service Provider that prides itself on delivering innovative solutions that drive client success. With a strong commitment to excellence and a passion for superior service, the company has built a reputation as a trusted partner in the industry. They are now entering an exciting phase of expansion across the UK, US, Australia, and Europe.
They are seeking a 2nd Line Engineer to be their first hire based in the Manchester area.
Role Overview
The 2nd Line Engineer will operate in a hybrid capacity, spending approximately half of their time working remotely, supporting escalated tickets for a UK-based client base. You’ll work across a range of technologies including Microsoft (M365, Azure), Citrix, Veeam, and Gamma.
The role also involves regular visits to client sites across the Manchester area, delivering hands‑on infrastructure support. This includes troubleshooting issues, configuring network devices such as switches and routers, and racking and maintaining servers.
This position suits a proactive, hands‑on IT professional who thrives in fast‑paced environments and enjoys solving complex technical problems. As a key representative of the business in the region, you’ll combine strong technical expertise with a customer‑focused approach, ensuring a high standard of service delivery at all times.
Key Responsibilities
Service Desk Support
* Provide efficient 1st and 2nd line support for a wide range of IT issues.
* Resolve service tickets promptly while ensuring high levels of customer satisfaction.
* Configure and troubleshoot Office 365, meeting room devices, and basic networking equipment.
On‑Site Support
* Spend 1-2 days per week at client locations in the Manchester area.
* Carry out hands‑on tasks including patching, device configuration, setting up switches and routers, and racking servers.
* Organise and manage cabling to maintain functional and tidy workspaces.
* Act as the primary on‑site contact, delivering professional and approachable service.
* Collaborate with CIOs, Service Delivery Managers, and other stakeholders.
* Build and maintain strong client relationships through proactive communication and problem‑solving.
Practical IT Assistance
* Troubleshoot hardware and software issues, providing clear user guidance.
* Ensure meeting room setups, phone systems, and audiovisual equipment are fully operational.
What's on offer
* Ongoing training and help towards certifications.
* Being the first hire in the region for a fast‑growing company with lots of opportunities for progression.
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