Hybrid – Bristol/Cardiff | On-site required 3x weekly
The Role
You’ll provide high-quality 2nd Line technical support to a diverse portfolio of clients, ensuring service excellence across Windows, Microsoft 365, Virtualisation, Networking, and Cloud environments. You’ll take ownership of escalated incidents, work closely with senior engineers, and continuously develop your technical skills through hands-on work and structured training.
Key Responsibilities
* Deliver 2nd Line technical support across client systems, including on-site visits in Bristol and Cardiff.
* Communicate clearly with clients, end users, and third parties via phone, email, and remote support tools.
* Own escalated tickets, collaborating with wider engineering teams to drive timely resolution.
* Participate in the out-of-hours emergency support rota.
* Use internal Service Desk tools to manage and update tickets in line with SLA requirements.
* Create and maintain high-quality documentation for internal and client systems.
* Follow ISO20000 and ISO27001-aligned processes and procedures.
* Research unfamiliar technologies and develop solutions independently.
* Contribute to continuous service improvement initiatives.
* Build knowledge of preferred technical stacks and support junior team members.
* Undertake training required to grow your technical capability and industry knowledge.
What You’ll Bring
* 2+ years’ experience in a 2nd Line Engineer or MSP Field Engineer role.
* Experience working within a Managed Service Provider environment.
* Full UK driving licence.
* Strong working knowledge across:
o Windows Server
o Windows Desktop OS
o Active Directory & DNS
o LAN/WAN/VPN (routers, switches, firewalls)
o Citrix / RDS / WVD
o Microsoft certifications
o Backup tech knowledge (Veeam preferred)
Who You Are
* Driven, adaptable, and proactive with a strong “can-do” mindset.
* Passionate about technology and delivering exceptional customer service.
* Comfortable taking ownership and acting as a technical escalation point.
* A natural problem-solver who enjoys learning unfamiliar technologies.
* Supportive and collaborative, keen to help develop junior team members.
Why You’ll Love It
* Join a rapidly growing MSP with a strong reputation and ambitious roadmap.
* Work with a wide range of modern technologies across varied client environments.
* Excellent opportunities for training, certification, and career progression.
* Supportive, friendly culture that values continuous development and high-quality engineering.
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