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- Tasks: Provide 2nd/3rd line technical support to clients, troubleshooting hardware and software issues.
- Company: Join a growing IT Managed Service Provider focused on customer satisfaction and technical excellence.
- Benefits: Enjoy a competitive salary, up to 10% matched pension, and opportunities for skill development.
- Why this job: Be part of a dynamic team where your skills will directly impact client success and satisfaction.
- Qualifications: Must have MSP experience and strong knowledge of Windows OS, networking, and virtualization technologies.
- Other info: Office-based in Reading with occasional client visits; Monday to Friday schedule.
The predicted salary is between 30000 - 36000 £ per year.
2nd/3rd Line Support Engineer – IT MSP
Location: Primarily office-based in the Reading area, with occasional visits to client sites
Job Type: Permanent / Full-Time
Salary: £30,000 – £36,000 per annum + up to 10% matched pension contribution
Essential: Licence: Full Clean UK Driving Licence required. MSP experience is essential – candidates without prior experience working within a Managed Service Provider will not be considered.
Role Overview: We are currently seeking a highly capable 2nd/3rd Line Support Engineer to join a growing IT Managed Service Provider (MSP). This is a fantastic opportunity for an experienced technical support professional who thrives in a customer-focused, multi-client environment. You’ll provide enterprise-level technical support to a diverse client base, supporting the smooth operation of computer systems, software, and hardware. This is a hands-on role suited to someone with strong problem-solving skills, excellent communication abilities, and a proactive, team-oriented mindset.
Key Responsibilities:
- Provide remote and occasional on-site technical support to clients (2nd/3rd line).
- Troubleshoot and resolve issues across hardware, software, and networking.
- Manage tickets and workflows via a helpdesk system.
- Setup, configure, and support desktops, servers, printers, phones, routers, firewalls, and access points.
- Document solutions and build a knowledge base.
- Collaborate with peers and escalate complex issues when necessary.
- Assist with training needs analysis and internal skill development.
Technical Requirements:
- Experience in a technical support role within an MSP (essential).
- Strong knowledge of Windows OS and modern Windows Server environments (Domains, AD, DNS, DHCP).
- Experience with virtualization technologies (VMware vCenter, ESXi or Hyper-V).
- Good understanding of networking fundamentals and hardware components.
- Familiarity with Microsoft 365 suite (Entra, Teams, SharePoint, InTune, Exchange).
- Exposure to backup systems, enterprise firewalls, and email security platforms.
- Hands-on experience with remote support tools (e.g., LogMeIn, Rescue).
- Knowledge of security and cloud file-sharing solutions (e.g., Sophos, Egnyte, Ubiquiti) is advantageous.
- IT certifications or formal technical qualifications are desirable.
Personal Attributes:
- Customer-focused with excellent communication skills (written and verbal).
- Detail-oriented and technically articulate.
- Able to work under pressure and independently manage workloads.
- Collaborative team player with a solution-driven mindset.
Schedule: Monday to Friday, 8:45am – 5:45pm. Occasional paid weekend work may be required. Travel time to office and client sites is additional.
If you’re looking to take the next step in your technical support career with a dynamic MSP environment, apply now to join a team where your contribution will make a real impact.
Support Engineer - MSP Experience employer: Digital Waffle
Contact Detail:
Digital Waffle Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Engineer - MSP Experience
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows Server environments and virtualization technologies like VMware or Hyper-V. Being able to discuss your hands-on experience with these tools during an interview will demonstrate your suitability for the role.
✨Tip Number 2
Highlight your previous experience working in a Managed Service Provider (MSP) environment. Be prepared to share specific examples of how you've successfully resolved technical issues for multiple clients, as this will show that you understand the unique challenges of the role.
✨Tip Number 3
Prepare to showcase your problem-solving skills by thinking of scenarios where you've had to troubleshoot complex issues. Practising how you would explain your thought process can help you articulate your approach effectively during the interview.
✨Tip Number 4
Since communication is key in this role, consider brushing up on your customer service skills. Think of ways to demonstrate your ability to communicate technical information clearly and effectively, especially when dealing with clients who may not be tech-savvy.
We think you need these skills to ace Support Engineer - MSP Experience
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in a Managed Service Provider (MSP) environment. Emphasise relevant technical skills, such as your knowledge of Windows OS, networking fundamentals, and any IT certifications you hold.
Craft a Compelling Cover Letter: Write a cover letter that showcases your customer-focused approach and problem-solving abilities. Mention specific examples from your previous roles that demonstrate your capability to handle 2nd/3rd line support tasks effectively.
Highlight Technical Skills: In your application, clearly outline your technical expertise, especially with tools and technologies mentioned in the job description, like VMware, Microsoft 365, and remote support tools. This will show that you meet the essential requirements.
Show Enthusiasm for the Role: Express your excitement about the opportunity to work in a dynamic MSP environment. Let them know why you are passionate about providing excellent technical support and how you can contribute to their team.
How to prepare for a job interview at Digital Waffle
✨Showcase Your MSP Experience
Make sure to highlight your previous experience working within a Managed Service Provider. Be prepared to discuss specific scenarios where you successfully resolved technical issues for multiple clients.
✨Demonstrate Technical Knowledge
Brush up on your knowledge of Windows OS, networking fundamentals, and virtualisation technologies. Be ready to answer technical questions or even troubleshoot a problem during the interview.
✨Emphasise Communication Skills
Since this role is customer-focused, demonstrate your excellent communication skills. Practice explaining complex technical concepts in simple terms, as you may need to do this with clients.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of examples from your past experiences where you had to troubleshoot under pressure and how you managed those situations.
