2nd Line IT Support Engineer

Manchester

3 weeks ago

Applications closed

Related Jobs

View all jobs

IT Support Engineer

IT Engineer 1st /2nd Line (Infrastructure & Support)

1st Line IT Support

Senior IT Delivery Engineer

Senior IT Support Technician

Systems Engineer

Field / 2nd Line Support Engineer Job Specification
SPONSORSHIP IS NOT AVAILABLE AT THIS OR ANY TIME IN THE FUTURE
Driving Licence required
Location: On-site and Remote (Field-based and Office-based as required)
Salary Range: Competitive, based on experience
Overview
We are seeking a motivated and skilled Field/2nd Line Support Engineer to join the growing technical team at one of our most valued clients, an MSP/MSSP providing expert IT solutions to a diverse range of businesses across the UK. This role is a critical part of thier Service Desk function, bridging 1st Line Support and more complex technical escalations. The successful candidate will be responsible for delivering exceptional service to the companys' clients through on-site and remote support, troubleshooting, and delivering technical solutions in line with company values.
Key Responsibilities
Technical Support:
Provide 2nd line support for incidents and service requests escalated from 1st line.
Act as an escalation point for complex technical issues, ensuring timely resolution.
Diagnose, troubleshoot, and resolve hardware and software issues on client endpoints, servers, and network devices.
Collaborate with 3rd Line/Pre-sales engineers to escalate or resolve advanced technical issues when necessary.
Field Support:
Visit client sites to provide hands-on support, including installations, upgrades, and repairs of IT equipment.
Conduct site surveys and audits to identify potential risks, issues, or opportunities for system improvements.
Ensure all work completed on-site meets the client's expectations and aligns with quality standards.
Client Service and Communication:
Maintain a high level of customer satisfaction by providing clear, professional, and timely updates to clients.
Liaise effectively with clients to gather information, understand their needs, and provide appropriate solutions.
Deliver training or guidance to end-users on IT systems when required.
Documentation and Processes:
Ensure all incidents, service requests, and resolutions are logged accurately in the ticketing system.
Document client environments, site visits, and changes made to infrastructure.
Assist in maintaining and updating internal knowledge bases and documentation.
Team Collaboration:
Support the Service Desk Team Leader in ensuring SLAs are met.
Mentor 1st Line Support Engineers to improve their technical skills and knowledge.
Contribute to team projects and initiatives, including identifying areas for improvement in processes and technologies.
Required Skills and Experience
Technical Skills:
Operating Systems: Strong knowledge of Server and Desktop operating systems (e.g., Windows 10/11, Windows Server 2016/2019/2022, MacOS).
Networking: Good understanding of networking concepts such as DNS, DHCP, VLANs, VPNs, and firewalls.
Cloud Platforms: Experience with Office 365 administration (Exchange Online, SharePoint, Teams, etc.) and Azure services.
Hardware: Proficiency in diagnosing and repairing desktops, laptops, printers, and other IT peripherals.
IT Security: Familiarity with cybersecurity best practices, antivirus solutions, and basic incident response.
Experience with ticketing systems and remote monitoring and management (RMM) tools.
Soft Skills:
Excellent troubleshooting and problem-solving skills.
Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
Exceptional time management and organisational skills, with the ability to prioritise workload effectively.
Customer-focused mindset with a passion for delivering outstanding service.
Experience:
Minimum of 2 years of experience in a 2nd Line Support or similar IT role, in an MSP environment.
Proven experience supporting both on-premises and cloud-based IT infrastructure.
Certifications (Desirable):
Microsoft 365 Certified: Modern Desktop Administrator Associate or Azure Administrator Associate
Other Requirements
Full UK Driving Licence: This role requires regular travel to client sites, so a valid driving licence is essential.
Flexibility: Willingness to occasionally work outside regular office hours to accommodate client needs or complete urgent projects.
What's on Offer
Competitive salary and benefits package.
Opportunities for career progression and ongoing professional development.
A supportive, collaborative team environment.
Exposure to a wide range of technologies and industries.
About The Company
My client is a UK-based MSP/MSSP, dedicated to providing exceptional IT solutions and services to businesses of all sizes. Their core values revolve around innovation, collaboration, and delivering reliable, secure solutions to clients. They value their team and are committed to fostering growth and success for every employee

Subscribe to Future Tech Insights for the latest jobs & insights, direct to your inbox.

Industry Insights

Discover insightful articles, industry insights, expert tips, and curated resources.

Jan 18, 2026

Jobs Careers

Cyber Security Jobs for Career Switchers in Their 30s, 40s & 50s (UK Reality Check)

If you’re thinking about switching into cyber security in your 30s, 40s or 50s, you’re in good company. Across the UK, organisations of all sizes are hiring people from diverse backgrounds to protect systems, data & customers. But with hype around “hackers” & quick-win courses, it’s hard to separate reality from fiction. This guide gives you a UK reality check: which roles genuinely exist, what employers actually want, how training really works, what to expect on salary & progression & whether age matters. Whether you come from finance, project management, operations, law, HR or customer service, there is a credible route into cyber security if you approach it strategically.

Jan 13, 2026

Jobs

How to Write a Cyber Security Job Ad That Attracts the Right People

Cyber security is now a board-level priority for organisations across the UK. From financial services and healthcare to critical infrastructure, SaaS platforms and the public sector, demand for skilled cyber security professionals continues to grow. Yet despite this demand, many employers struggle to attract the right candidates. Cyber security job adverts often generate large volumes of applications, but few are a genuine match. Meanwhile, experienced security engineers, analysts and architects quietly ignore adverts that feel vague, unrealistic or disconnected from real security work. In most cases, the problem is not a lack of talent — it is the quality of the job advert. Cyber security professionals are trained to assess risk, spot weaknesses and question assumptions. A poorly written job ad signals organisational immaturity and weak security culture. A well-written one signals seriousness, competence and trust. This guide explains how to write a cyber security job ad that attracts the right people, improves applicant quality and positions your organisation as a credible security employer.

Jan 6, 2026

Education Jobs

Maths for Cyber Security Jobs: The Only Topics You Actually Need (& How to Learn Them)

If you are applying for cyber security jobs in the UK it can feel like “real security people” must be brilliant at maths. The reality is simpler: most roles do not need degree-level pure maths. What they do need is confidence with a small set of practical topics that show up repeatedly in day-to-day work across SOC, incident response, cloud security, AppSec, threat detection, IAM & security engineering. This guide strips the maths down to what actually helps you get hired. It includes a 6-week learning plan plus portfolio projects you can publish to prove the skills. You will focus on: Number systems & bitwise thinking (binary, hex, bytes, XOR) Modular arithmetic basics (enough to understand how modern crypto “works”) Probability & statistics for detection, triage & risk Discrete maths for logic, sets, graphs & complexity Security maths habits: estimation, false positive control & evidence-led reporting You will not waste time on heavy theory that rarely appears in junior or mid-level cyber security roles.