2nd Line IT Support Engineer

Salary: £30,000 - 33,000 per year

Requirements:

• Previous experience in a 1st/2nd Line or 2nd Line IT support role
• MSP experience would be ideal
• Strong experience supporting Windows 10/11 environments
• Good working knowledge of Microsoft 365 and its core services
• Experience with Active Directory and/or Microsoft Entra ID
• A good understanding of networking fundamentals, including DNS, DHCP, TCP/IP and VPNs
• Experience troubleshooting hardware, software and connectivity problems
• Experience working to SLAs and prioritising a busy support queue
• Experience supporting Mac devices
• A customer-focused approach with the ability to explain technical issues clearly to non-technical users
• Effective communication skills with people at all levels
• Ability to work independently while contributing effectively as part of a team
• Willingness to learn new technologies and work across different client environments

Responsibilities:

• Provide 2nd Line support to a diverse range of clients across different systems, environments and business sectors
• Take ownership of escalated incidents and service requests through to resolution
• Work within agreed SLAs and customer service expectations
• Resolve hardware, software, operating system, network and user-access issues
• Provide support for Exchange Online, Outlook, Teams, SharePoint and OneDrive
• Troubleshoot user accounts, permissions and access within Microsoft Entra ID and Active Directory
• Support Windows 10/11 desktops, laptops, Mac devices and other end-user equipment
• Troubleshoot TCP/IP, DNS, DHCP, Wi-Fi, VPN and general connectivity issues
• Complete backup checks and remediate failed backup jobs
• Assist with the deployment, configuration and maintenance of PCs, laptops, peripherals and other IT equipment
• Keep client documentation, technical notes and knowledge bases up to date
• Assist with migrations, upgrades, deployments and system improvements
• Provide technical guidance and support to 1st Line colleagues where appropriate

Technologies:

• Active Directory
• Hardware
• Support
• Microsoft 365
• Network
• SharePoint
• TCP/IP
• VPN
• Windows
• Office 365
• ICT

More:

We are a growing Managed Service Provider team offering an exciting full-time, permanent opportunity for an experienced 2nd Line IT Support Engineer in Redditch, Worcestershire, West Midlands. This role offers a salary of £30,000 to £33,000 per annum depending on experience, plus benefits including 23 days holiday (including your birthday and 2 days at Christmas) plus Bank Holidays, a company NEST pension, and training and professional development opportunities. You will work Monday to Friday, 09:00 to 17:30, supporting a diverse client base across varied technologies and business sectors while contributing to client projects, migrations, upgrades and improvements.

last updated 36 week of 2026