2nd Line MSP Engineer
?? Mansfield (Onsite)
?? Salary: £34,000
?? Full-time | Permanent
We're looking for a 2nd Line MSP Engineer to join a growing technical team based in Mansfield. This is a great opportunity for someone with solid MSP or service desk experience who enjoys troubleshooting complex issues, working directly with clients, and gaining further exposure to cyber security and modern cloud environments.
You'll be supporting a variety of SME clients across their Microsoft environments, networks and security platforms, acting as an escalation point for 1st line engineers while working closely with senior engineers on projects and security initiatives.
The Role
As a Second Line Engineer, you'll be responsible for resolving escalated technical issues, supporting client infrastructure, and helping maintain secure and reliable IT environments.
Your day-to-day will include:
Troubleshooting 2nd line technical issues across servers, endpoints and networks
Supporting Microsoft 365, Windows Server and Active Directory environments
Managing tickets and ensuring issues are resolved within agreed SLAs
Acting as an escalation point for 1st line engineers
Supporting cloud technologies such as Microsoft 365 and Azure
Assisting with cyber security best practices, patching and system monitoring
Supporting networking issues including firewalls, VPNs and connectivity
Working with third-party vendors to resolve complex incidents
Assisting with client onboarding, system upgrades and IT projects
Occasionally visiting client sites where required
2nd line engineers typically handle more complex issues escalated from first line support and provide deeper troubleshooting across systems and networks.
What We're Looking For
Experience in a 2nd Line IT Support role (ideally within an MSP environment)
Strong knowledge of:
Microsoft 365
Windows 10 / 11
Windows Server
Active Directory / Entra
Basic networking knowledge (DNS, DHCP, VPNs, firewalls)
Exposure to cyber security tools, policies or frameworks
Experience using RMM and ticketing systems
Strong troubleshooting and problem-solving skills
Excellent communication and customer service skills
Full UK driving licence (preferred)
Desirable Experience
Microsoft Azure exposure
Endpoint management (Intune)
Backup solutions or disaster recovery tools
Security tools such as MFA, Defender, or firewall management
Key Skills - 2nd Line, 365, Windows, Windows Service, Cyber, Active Directory
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