Overview
2nd Line Service Desk Engineer – Warrington (Office-based)
Full-time | Competitive salary (based on experience)
A minimum of 3 years’ experience working in an MSP environment is essential. Applications without this experience will not be considered.
At IDT Support Solutions, we’re looking for a capable and motivated 2nd Line Service Desk Engineerwho enjoys working through tickets efficiently, takes pride in solving issues quickly, and wants to continue building their technical career within a high-performing team. This is a great opportunity for someone who enjoys variety, responsibility, and the satisfaction of clear results.
The Role
You’ll be responsible for delivering high-quality 2nd line support while also managing and progressing 1st line tickets.
What you’ll do
* Take ownership of 1st and 2nd line support tickets — maintaining flow and meeting SLAs
* Work across a broad technical environment — including Microsoft 365, Azure, networking, virtualisation, and hardware
* Use monitoring tools to identify and resolve issues proactively
* Work alongside experienced engineers — gaining exposure to more complex challenges and supporting continuous service improvement
* Develop your skills and prepare for progression — including routes into 3rd line roles or technical specialisms
* This is a full-time, office-based position in Warrington. Participation in an out-of-hours rota is not currently required but may be introduced in future to support international clients in Los Angeles and New York.
About Our Company
IDT Support Solutions is a fast-growing MSP known for responsive, accountable IT support. We move quickly, focus on results, and value people who take ownership. You’ll be part of a supportive team that encourages learning, recognises hard work, and gives you the tools to succeed.
The Benefits
* Training and certification support
* Clear career progression into 3rd line or specialist roles
The Person
Please note: A minimum of 3 years’ experience working in an MSP environment is essential. Applications without this experience will not be considered.
You’ll also need:
* Solid experience with Windows Server, Microsoft 365, Exchange, and Active Directory
* Good working knowledge of networking (VLANs, WatchGuard firewalls, DNS, DHCP, TCP/IP)
* Familiarity with Azure and virtualisation (Hyper-V or VMware)
* Clear communication skills and a client-focused mindset
* A structured, efficient approach to resolving technical issues
* Flexibility to work away from home on occasion
* Bonus skills: macOS, ConnectWise, Acronis, Cisco switching, VoIP, Microsoft certifications.
What’s Next
If you're looking for a role where you can take control, keep learning, and make a difference every day — we’d love to hear from you.
Apply now and take the next step in your MSP career with IDT Support Solutions.
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