At a Glance
- Tasks: Provide 2nd line IT support and troubleshoot technical issues for diverse customer environments.
- Company: Dynamic managed services provider based in Peterborough with a focus on client relationships.
- Benefits: Competitive salary, travel opportunities, and professional development in a fast-paced environment.
- Other info: Opportunity to build strong client relationships and contribute to service improvements.
- Why this job: Join a team that values innovation and customer service while working with cutting-edge technologies.
- Qualifications: Minimum 2 years' experience in IT support and strong troubleshooting skills required.
The predicted salary is between 30000 - 40000 € per year.
Based from their Peterborough office, with regular travel to customer sites including Heathrow, this role will primarily support a key strategic client while also assisting across the wider managed services customer base. The successful candidate will play an important role in delivering high-quality support services, maintaining strong client relationships, and contributing to ongoing service improvements within a fast‑paced MSP environment.
As an IT Support Engineer, you will provide both remote and onsite technical support across a variety of customer environments. You will be responsible for diagnosing and resolving escalated technical issues, supporting infrastructure and cloud technologies, and ensuring excellent customer service delivery at all times. This role would suit someone with previous MSP or service desk experience who enjoys working across multiple technologies and building strong client relationships.
Responsibilities- Provide 2nd line technical support across customer environments
- Resolve escalated incidents from the 1st line support team
- Deliver both remote and onsite support where required
- Troubleshoot issues across systems, networks, infrastructure, and applications
- Manage and update tickets through the service desk platform
- Ensure tickets are progressed within agreed SLAs
- Escalate complex technical issues to senior engineers where necessary
- Attend customer sites to deliver onsite technical support
- Create and maintain technical documentation and knowledge base articles
- Monitor infrastructure alerts through RMM and monitoring platforms
- Support ongoing service improvement and automation initiatives
- Promote IT security best practices across customer environments
- Build strong working relationships with customers and stakeholders
- Microsoft Technologies
- Microsoft 365
- Exchange Online
- SharePoint
- Microsoft Teams
- Entra ID / Azure Active Directory
- Intune / Endpoint Management
- Windows 10 & Windows 11
- Windows Server
- Microsoft Defender
- Cloud & Infrastructure
- Microsoft Azure
- VMware & Hyper‑V
- Backup & Disaster Recovery solutions
- Identity & Access Management
- Networking
- Cisco Meraki
- Firewalls
- VPN connectivity
- Network troubleshooting
- Support Tools
- RMM platforms
- Service desk systems
- Remote support tools
- Monitoring & alerting systems
- Minimum 2 years' experience within an IT support, MSP, or service desk environment
- Strong troubleshooting and diagnostic skills
- Experience supporting Microsoft 365 environments
- Good understanding of networking technologies
- Experience using ticketing and remote support systems
- Excellent communication and customer service skills
- Strong organisational and prioritisation abilities
- Full UK driving licence
- Willingness to travel to customer sites when required
- Essential: Microsoft Associate Certification (MD-102 or MS-102) or equivalent
- Desirable: Cisco Meraki certifications
2nd Line IT Support Engineer - Peterborough employer: Cisco Systems Inc
As a leading Managed Service Provider based in Peterborough, we pride ourselves on fostering a dynamic work culture that prioritises employee growth and development. Our team enjoys a supportive environment with opportunities for continuous learning, competitive benefits, and the chance to work closely with key clients across diverse technologies. Join us to be part of a collaborative team that values innovation and excellence in IT support.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line IT Support Engineer - Peterborough
✨Tip Number 1
Network like a pro! Attend local tech meetups or industry events in Peterborough. It's a great way to meet potential employers and show off your passion for IT support.
✨Tip Number 2
Don’t just sit back after applying! Follow up with a friendly email or LinkedIn message to express your enthusiasm for the role. It shows initiative and keeps you on their radar.
✨Tip Number 3
Prepare for interviews by brushing up on common technical questions related to Microsoft 365 and networking. We recommend practising with a friend or using mock interview platforms to boost your confidence.
✨Tip Number 4
Apply through our website for the best chance of landing that 2nd Line IT Support Engineer role. We love seeing candidates who take the extra step to connect directly with us!
We think you need these skills to ace 2nd Line IT Support Engineer - Peterborough
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your previous MSP or service desk experience, and don’t forget to showcase your troubleshooting skills with Microsoft technologies!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the 2nd Line IT Support Engineer role. Mention your passion for customer service and how you’ve built strong client relationships in the past.
Show Off Your Technical Skills:In your application, be sure to mention specific technologies you’ve worked with, like Microsoft 365, Azure, or networking tools. This will help us see that you have the hands-on experience we’re looking for!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process!
How to prepare for a job interview at Cisco Systems Inc
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft technologies, especially Microsoft 365, Azure, and networking. Be ready to discuss how you've used these tools in past roles, as well as any troubleshooting experiences you've had.
✨Show Off Your Customer Service Skills
Since this role involves building strong client relationships, prepare examples of how you've delivered excellent customer service in previous positions. Think about specific situations where you resolved issues or improved client satisfaction.
✨Familiarise Yourself with the Company
Do a bit of research on the company and its key clients. Understanding their business model and the services they offer will help you tailor your answers and show that you're genuinely interested in the role.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills. Practice articulating your thought process when diagnosing and resolving technical issues, as this will demonstrate your analytical abilities and approach to challenges.
