Job Title: Second Line Support Engineer - MSP
Salary: £30,000 - £35,000
Work Location: Bristol - Hybrid
The Role
We are seeking a highly skilled Second Line Support Engineer on behalf of a well-established Managed Service Provider (MSP) dedicated to delivering high-quality IT solutions. This role is crucial in providing advanced technical support, resolving complex IT issues, and ensuring excellent customer service. You will be working in a structured, process-driven environment, focusing on proactive support and troubleshooting.
Benefits:
* Company Events: Regular team outings and activities
* Pension Scheme: Nest Pension Scheme available
* Holidays: 20 days plus bank holidays
* Hybrid/Remote Work: Flexible working arrangements with mandatory in-office days on Wednesdays
* Workplace Perks: Free Friday breakfasts, stocked kitchen, and a supportive team environment
* Training & Certifications: Company-supported certifications aligned with business needs
Key Responsibilities
* Technical Support & Troubleshooting: Provide second-line support for escalated technical issues, ensuring timely and efficient resolution.
* Incident Management: Diagnose and resolve hardware, software, and network-related problems with minimal disruption.
* Escalation Handling: Collaborate with the service desk for unresolved issues requiring further escalation.
* System Monitoring & Maintenance: Perform proactive monitoring, maintenance, and security updates to optimise system performance.
* Customer Interaction: Communicate effectively with clients, providing clear technical guidance.
* Security & Compliance: Work within Cyber Essentials and ISO standards to ensure security best practices.
* Office 365 & Cloud Support: Troubleshoot issues related to SharePoint, OneDrive, Outlook, and other cloud services.
* Project Work: Assist in migrations, IT infrastructure enhancements, and security incident response.
* Process Improvement & Automation: Identify areas for improvement and recommend automation solutions to streamline workflows.
Essential Skills:
* 2+ years' experience in an IT support role (MSP experience preferred)
* Strong troubleshooting skills for Windows and macOS environments
* Networking knowledge (DNS, DHCP, VLANs, VPNs, firewalls, etc.)
* Experience supporting Office 365, Active Directory, and Azure
* Familiarity with RMM tools and PSA systems
* Strong cybersecurity awareness and best practices
* Excellent communication skills with the ability to explain technical solutions to non-technical users
Desirable Skills:
* Relevant IT certifications (CompTIA Network+, Microsoft 365 Certified, ITIL v4, Cisco CCNA)
* Experience with virtualisation (VMware, Hyper-V)
* Scripting and automation knowledge (PowerShell)
* Experience with security tools like SentinelOne, Huntress EDR, ITDR
Why Join?
This role is within a dynamic and growth-oriented environment that fosters excellence, innovation, and teamwork. Employees are supported with continuous training and opportunities for career progression. If you're a proactive IT professional with a passion for problem-solving and customer service, this is an excellent opportunity to take the next step in your career.
Apply directly or email