2nd/3rd line Support Technician - MSP

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.