Overview
We are looking for a 2nd Line IT Support Engineer to join our Managed Services team. You will act as a key escalation point for 1st line, owning incidents, service requests and change through to resolution and delivering a high standard of technical support across our customer base. This role is ideal for someone who enjoys problem solving, working with modern Microsoft technologies, and contributing to continual service improvement within an MSP environment.
Mintivo is a Cloud-first Managed IT Service Provider based in Chippenham. Mintivo has grown +50% year on year. We have assembled a strong Board of Directors and Senior Leadership Team; built an incredible workforce, and have an extremely high reputation, winning multiple awards since our launch in 2018. With customers in a variety of sectors, this role is a fantastic opportunity to join a high-growth organisation that truly values both employees and customers as well as providing a huge amount of future career opportunities.
We offer a culture focused on people and development, a fast-paced and inclusive environment, and opportunities to train and grow within the company.
What We Offer
* Salary range £28,000 - £34,000 per annum, experience based
* Unlimited holiday
* Private Healthcare
* Performance and salary reviews
* Enrolment into the Mintivo Academy for training and development
* Access to online courses and work-related development
* Auto Enrolment pension scheme
* Staff and Customer referral scheme
* Great working atmosphere and balanced work environment
* Employee socials and events
* On-site lounge area and Minchester bar
* Lots of cake and fruit
This is a fantastic opportunity to join a welcoming, dynamic company offering a great culture and the chance to build a successful career.
Main Duties
Technical Support & Escalations
* Provide 2nd line support for incidents and service requests escalated from 1st line
* Troubleshoot and resolve issues across:
* Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams); Azure AD / Entra ID
* Windows 11 and Windows Server
* Networking (DNS, DHCP, TCP/IP, VPNs, firewalls)
* Perform root cause analysis and implement permanent fixes
* Liaise with 3rd line engineers where required
Managed Services Delivery
* Manage tickets within SLA targets using the PSA system
* Proactively identify recurring issues and recommend improvements
* Carry out scheduled maintenance, patching, and system health checks
* Complete regular onsite visits for tier 1 clients
Security & Compliance
* Support endpoint security, MFA, Conditional Access, and backup solutions
* Assist with Cyber Essentials / security best practices
* Identify and escalate potential security incidents appropriately
Documentation & Knowledge Sharing
* Create and maintain technical documentation and knowledge base articles
* Provide feedback and mentoring to 1st line engineers
* Contribute to service improvement initiatives and automation where possible
Essential Skills & Experience
* Previous experience in a 2nd Line IT Support role, within an MSP
* Strong knowledge of Microsoft 365 and Windows environments
* Experience supporting multiple customers and managing priorities
* Confident troubleshooting hardware, software, and network issues
* Excellent customer service and communication skills
* Experience with Azure / Intune / Endpoint Manager
* Familiarity with RMM and PSA tools (e.g. HaloPSA, Autotask, ConnectWise)
Desirable
* Exposure to VoIP, firewalls (Fortinet, Sophos, Meraki), or backups
* IT certifications (Microsoft, CompTIA, ITIL)
Personal Attributes
* Methodical and calm under pressure
* Strong problem solving mindset
* Takes ownership and sees issues through to resolution
* Passionate about technology and continuous learning
Qualifications
No formal qualifications are required but it is important that you have some relevant technical skills and experience.
Who You Are
Excellent customer service is at the heart of what we do – you have an enthusiastic "can do" attitude who will be a welcomed addition to a positive team in a great environment. You have a willingness to learn from others while striving to benefit and add value for our customers. You will be keen to learn and progress.
Notes
37.5 hours a week Mon-Fri. Some occasional work at weekends and outside of normal hours may be required. Travel to customer sites may be required. This role requires a DBS and BPSS security checks.
Apply
If this role sounds like you, please apply with an up-to-date CV and short cover letter telling us why you’re interested and how you think you’re a good fit. Mintivo Ltd is an equal opportunity employer. Please only apply if you have the Right to Work in the UK. If you have not heard from us within two weeks, please feel free to nudge. Recruiters are not required at this time.
Talent Team at Mintivo
recruitment@mintivo.co.uk
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