Training & certification support, pension, wellbeing package, free parking + more
The opportunity:
If you're currently working in an MSP and have reached the point where you're confidently handling escalated support tickets, troubleshooting more complex issues and helping less experienced engineers, this could be worth a look.
We're working with an established MSP based in the West Lancs area looking for an experienced 2nd Line IT Engineer to join their technical team.
This is predominantly a service desk-based position, supporting a broad range of customers with their day-to-day IT issues, alongside getting involved in proactive maintenance, infrastructure improvements and occasional project work.
It's a varied technical role where you'll be working across different customer environments, taking ownership of issues and making sure they're properly resolved rather than simply passing tickets around.
Day to day
One day you could be troubleshooting a Microsoft 365 or Active Directory issue, investigating a networking problem or resolving something within a customer's Windows environment. The next you might be dealing with a server issue, checking backups, investigating a firewall problem or helping with an installation.
You'll be working across Windows desktops and servers, Active Directory, Azure AD, networking, DNS, DHCP and virtualisation technologies such as Hyper-V and VMware.
There's also a proactive side to the role, including monitoring customer environments, patch management, backup and restore checks, antivirus management and identifying potential issues before they become bigger problems.
You'll be managing your own tickets through to resolution, keeping customers updated and escalating more complex issues to the 3rd line team when necessary.
There will also be opportunities to support technical projects, assist with installations and occasionally visit customer sites, so it's not a role where you'll be doing exactly the same thing every day.
Who we are looking for
This will probably suit somebody who's already spent a few years working in an MSP or similar IT support environment and is comfortable handling 2nd line technical issues independently.
You might already be working as a 2nd Line Engineer, IT Support Engineer or Service Desk Engineer, or you could be a strong 1st Line Engineer who's regularly dealing with more complex tickets and looking for that next step.
You'll need a solid grounding across Windows operating systems, Active Directory, Microsoft cloud environments and general infrastructure troubleshooting.
A good understanding of networking, including TCP/IP, DNS, DHCP, LAN/WAN and firewall troubleshooting, will also be important, alongside some exposure to virtualisation, backups and IT security.
Experience using ticketing systems and remote monitoring tools is important, with knowledge of RMM being particularly useful.
Because this is an MSP environment, you'll also need to be comfortable speaking directly with customers, managing expectations and keeping accurate ticket notes and documentation.
A full UK driving licence is required, as there may occasionally be a need to visit customer sites.
More than anything, we're looking for someone who's technically curious, enjoys solving problems, takes ownership of their work and is happy being part of a busy, customer-focused support team.
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2nd Line Engineer in Ormskirk employer: CRG | TEC Recruitment
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