2nd Line Support Engineer

2nd Line Support Engineer | £28,000–£35,000 | Hybrid (Gloucester + WFH)

Looking to take the next step in your IT career with a company that genuinely values your input and invests in your growth? If you're ready to work on a variety of technologies and be part of a newly established team with a fresh, forward-thinking approach, this could be the role for you.

We’re hiring on behalf of a leading MSP with a strong focus on cloud solutions, cyber security, and digital transformation. They’ve built their reputation by delivering outstanding service to clients across the UK, and now they’re growing again.

This role isn’t just about keeping things ticking over. It’s about diving deeper into tech, developing your skills, and being supported by a company that wants to see you progress.

What You’ll Be Doing

As a 2nd Line Support Engineer, you’ll be the go-to for resolving technical issues that go beyond the basics. Expect hands-on work, regular collaboration with the wider team, and the chance to be part of exciting customer projects.

Here’s a snapshot of what you’ll be doing:

Handling 2nd line support requests across a variety of client environments – mainly Microsoft-focused

Investigating and resolving escalations from the Service Desk team

Working with technologies such as Microsoft 365, Azure, Windows 10/11, networking, and more

Assisting in the setup, configuration and support of client systems, devices and infrastructure

Documenting fixes, updating knowledge bases, and contributing to process improvements

Liaising with 3rd line engineers and project teams to support more complex implementations

It's a varied role with loads of learning opportunities, ideal if you're naturally curious and love getting to the root of an issue.

What You’ll Bring

You don’t need to know everything – just bring solid foundations, a proactive attitude, and a real desire to learn.

What we're looking for:

Experience in a 2nd line support role, ideally within a fast-paced or MSP environment

Strong knowledge of Windows 10/11, Office 365, Azure AD and general desktop support

Familiarity with Windows Server environments (2016 onwards)

Understanding of basic networking – LAN, WAN, switches, firewalls

A methodical approach to troubleshooting and excellent customer service skills

Eagerness to learn and progress toward 3rd line responsibilities

Bonus points for:

Experience with Intune, Autopilot, Exchange Online, or virtualisation (VMware/Hyper-V)

Any exposure to cloud migrations or project work

Awareness of ITIL processes or Information Security best practices

Think you're nearly there but not quite ticking every box? Still apply, this company is all about development.

What’s in It for You?

Salary: £28,000–£35,000

Hybrid working: balance between home, office and site work

Leave: 23 days + your birthday off + bank holidays (increasing with service)

Private healthcare

Pension & life cover

Collaborative team culture with loads of knowledge-sharing

Progression path to 3rd Line and project work

You’ll be part of a team that celebrates learning, encourages questions, and helps you step confidently into more senior responsibilities when you’re ready.

Recruiter: Callum Thompson