IT Service Desk - Second Line Support Engineer

Austin Fraser; Bristol; Hybrid; GBP 30,000 - 35,000

Job description

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