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- Tasks: Join us as a 2nd Line Support Engineer, tackling complex IT issues and supporting our clients.
- Company: We're a dynamic Managed Service Provider in Lancaster, dedicated to empowering businesses with top-notch IT solutions.
- Benefits: Enjoy a competitive salary, hands-on experience, and opportunities for professional growth in a supportive environment.
- Why this job: Be part of a collaborative team, enhance your tech skills, and make a real impact on client success.
- Qualifications: Experience in 2nd/3rd line support, strong knowledge of Windows Server, and excellent troubleshooting skills required.
- Other info: Full-time onsite role with potential for on-call support; driving licence needed for client visits.
The predicted salary is between 28000 - 42000 £ per year.
Location: Lancaster (full-time onsite)
Industry: Managed Service Provider
Salary: Up to £35k per annum (DOE)
About Us
We are a fast-growing Managed Service Provider (MSP) based in Lancaster, delivering expert IT support and strategic consultancy to a diverse range of clients across the North West and beyond. Our mission is to provide reliable, proactive, and future-proof IT solutions that empower our clients to focus on what they do best.
Role Overview
We are looking for a skilled and motivated 2nd/3rd Line IT Support Engineer to join our team. This is a key technical role that involves handling escalated support queries, managing complex IT issues, assisting with project delivery, and contributing to continuous improvement of our support processes. You will work closely with our service desk and projects team, providing high-quality support both remotely and on-site.
Key Responsibilities
- Troubleshoot and resolve complex 2nd/3rd line issues across a range of technologies, including servers, networking, and cloud platforms.
- Escalation point for 1st/2nd line engineers and direct liaison with clients for high-priority incidents.
- Configure, deploy, and maintain hardware and software solutions (workstations, servers, firewalls, etc.).
- Lead or assist in delivering IT infrastructure projects (e.g., server migrations, Office 365 deployments, network upgrades).
- Monitor system performance and proactively address potential issues.
- Maintain clear documentation for client environments and internal knowledge base.
- Support and contribute to internal training and mentoring of junior staff.
- Ensure compliance with security best practices and company standards.
- Provide on-call or out-of-hours support on a rota basis, when required.
Required Skills & Experience
- Proven experience in a 2nd or 3rd line support role, ideally within an MSP environment.
- Strong knowledge of Windows Server (2016/2019/2022), Active Directory, Group Policy, DNS/DHCP.
- Experience with Microsoft 365 (Exchange Online, SharePoint, Teams, Intune, Azure AD).
- Virtualisation (Hyper-V and/or VMware).
- Networking (TCP/IP, VLANs, firewalls, VPNs, switches, routers).
- Backup and disaster recovery solutions (e.g., Veeam, Datto, Acronis).
- Familiarity with RMM tools, PSA systems (e.g., ConnectWise, Autotask), and ticketing platforms.
- Excellent troubleshooting and customer service skills.
- Full UK driving licence and access to own vehicle (travel to client sites may be required).
Desirable Qualifications
- Microsoft certifications (e.g., MS-100, AZ-104, MCSA/MCSE)
- CompTIA Network+ / Security+
- ITIL Foundation
In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.
2nd Line Support Engineer employer: In Technology Group Limited
Contact Detail:
In Technology Group Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows Server and Microsoft 365. Being able to discuss your hands-on experience with these tools during an interview will demonstrate your suitability for the role.
✨Tip Number 2
Network with current or former employees of the company on platforms like LinkedIn. They can provide valuable insights into the company culture and the specifics of the role, which can help you tailor your approach when applying.
✨Tip Number 3
Prepare for technical interviews by practising common troubleshooting scenarios related to 2nd and 3rd line support. This will help you feel more confident and ready to showcase your problem-solving skills during the interview process.
✨Tip Number 4
Highlight any relevant certifications you have, such as Microsoft or CompTIA qualifications, during your discussions. These credentials can set you apart from other candidates and show your commitment to professional development.
We think you need these skills to ace 2nd Line Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in 2nd and 3rd line support roles. Emphasise your technical skills, especially with Windows Server, Microsoft 365, and networking technologies, as these are crucial for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT support and your problem-solving abilities. Mention specific examples of how you've successfully resolved complex issues in previous roles, particularly in an MSP environment.
Highlight Relevant Certifications: If you have any relevant certifications like Microsoft certifications or CompTIA Network+/Security+, make sure to mention them prominently in your application. This can set you apart from other candidates.
Showcase Soft Skills: In addition to technical skills, highlight your customer service skills and ability to work under pressure. Provide examples of how you've effectively communicated with clients and collaborated with team members to resolve issues.
How to prepare for a job interview at In Technology Group Limited
✨Showcase Your Technical Skills
Be prepared to discuss your experience with specific technologies mentioned in the job description, such as Windows Server, Active Directory, and Microsoft 365. Consider bringing examples of past projects or challenges you've faced that demonstrate your technical expertise.
✨Demonstrate Problem-Solving Abilities
As a 2nd Line Support Engineer, you'll need strong troubleshooting skills. During the interview, be ready to walk through how you would approach resolving complex IT issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Emphasise Customer Service Skills
Since this role involves direct client interaction, highlight your customer service experience. Share examples of how you've effectively communicated with clients, especially during high-pressure situations, to reassure them and resolve their issues.
✨Prepare Questions for the Interviewers
Having thoughtful questions ready shows your interest in the role and the company. Ask about the team dynamics, ongoing projects, or opportunities for professional development. This not only helps you gauge if the company is the right fit for you but also demonstrates your proactive attitude.
