2nd Line Service Desk Support Engineer
Location: Bristol
About the Role We are seeking a proactive and customer-focused 2nd Line Service Desk Support Engineer to join our client based in Bristol. This role is ideal for someone with strong MSP experience who enjoys troubleshooting complex issues, improving systems, and delivering high-quality support to a diverse client base.
Key Responsibilities
•Provide 2nd line technical support via phone, email, and remote tools to multipleclients in an MSP environment
•Troubleshoot issues related to Microsoft 365, Azure, Active Directory, and coreWindows services
•Manage and resolve escalated tickets within agreed SLAs, ensuring accurate andclear documentation
•Support and maintain client infrastructure, including Windows Server,networking, VPN, intune/endpoint management, Exchange Online, andSharePoint
•Conduct root-cause analysis and implement permanent fixes where possible
•Assist with user onboarding/offboarding, permissions, and security policies
•Deploy software, updates, and patches across client environments
•Work closely with 1st and 3rd line teams to ensure seamless service delivery
•Contribute to process improvements and knowledge base documentation
Essential Skills & Experience
•2–4 years’ experience in a Service Desk / IT Support role
•Proven MSP experience supporting multiple clients
•Strong understanding of Microsoft Azure, including AAD, security, identity, andbasic administration
•Excellent troubleshooting skills with Microsoft 365, including Exchange Online,Teams, SharePoint, and OneDrive
•Solid experience with Active Directory, Group Policy, DNS, DHCP
•Familiarity with Windows Server (2016/2019/2022) environments
•Experience with Intune / Endpoint Manager
•Understanding of basic networking concepts (TCP/IP, firewalls, routing, VPN)
•Able to prioritise and manage multiple tasks in a fast-paced MSP setting
•Strong communication skills and a customer-first mindset