2nd Line Support Engineer

We’re looking for a 2nd Line Technical Engineer with a strong background supporting users in a Managed Service Provider (MSP) environment. This role is ideal for someone who thrives in a fast-paced setting, enjoys solving complex technical issues, and wants to grow their experience with modern Microsoft cloud technologies, scripting, and business continuity solutions.

You'll serve as a key escalation point for our 1st line team, working across a broad range of client environments. You’ll be responsible for resolving issues, deploying solutions, and supporting ongoing IT operations for our diverse customer base.

🛠 Responsibilities

Act as a point of escalation for 1st line support teams, taking ownership of 2nd line technical issues.

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Provide remote and occasional onsite support to clients, primarily within Microsoft-based environments.

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Troubleshoot and resolve issues related to Microsoft 365, Azure AD, Exchange Online, Intune, and Teams.

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Write and maintain scripts (PowerShell preferred) to automate routine tasks and improve service delivery.

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Monitor and manage backup and replication solutions (e.g., Veeam, Acronis, Datto), ensuring successful execution and recovery testing.

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Document issues, solutions, and processes within internal systems and knowledge bases.

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Collaborate with other team members and vendors to resolve technical issues efficiently.

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Support project delivery such as cloud migrations, security hardening, or infrastructure upgrades.

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Maintain a high level of customer service and professionalism across all client interactions.

✅ Requirements

Essential Skills & Experience:

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Proven experience in a 2nd Line IT Support role within a Managed Service Provider (MSP) environment.

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Strong working knowledge of Microsoft 365, including Exchange Online, SharePoint, Teams, and Intune.

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Experience with Microsoft Azure, including Azure AD and basic IaaS/PaaS concepts.

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Scripting experience – preferably PowerShell, but knowledge of Bash, Python, or other languages is a plus.

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Familiarity with backup and replication technologies such as Veeam, Acronis, Datto, or similar tools.

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Good understanding of networking principles (DNS, DHCP, TCP/IP, VPN).

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Excellent troubleshooting and problem-solving skills.

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VMware

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Strong communication and documentation abilities.

Desirable:

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Relevant certifications (e.g., Microsoft AZ-104, MS-100, CompTIA, ITIL).

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Exposure to ticketing systems (e.g., ConnectWise, Autotask, or similar).

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Experience with RMM tools and PSA platforms.

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Knowledge of cybersecurity best practices.

If this is you and you want to work for a company that values it's employees and puts them and the customer first then apply now