2nd Line Support Engineer (, , United Kingdom)

2nd Line Support Engineer

Salary: £35,000

Location: Northwich – Hybrid (3 days in office)

A growing and expanding MSP are looking for a 2nd Line Support Engineer to join the team. You will be delivering exceptional technical support across a range of modern IT environments for our VIP clients. You\’ll be at the forefront of resolving IT issues and ensuring robust infrastructure performance, particularly across networking and cloud-based systems like Microsoft Azure.

Responsibilities:

• Provide 2nd line technical support to clients, addressing issues related to hardware, network infrastructure, and cloud environments (Azure).
• Diagnose and troubleshoot complex IT and network issues, escalating to 3rd line support when necessary.
• Support Azure-related tasks including resource monitoring, user management, patching and troubleshooting connectivity or identity issues.
• Collaborate with other support engineers to resolve incidents in a timely and efficient manner.
• Install, configure, and maintain network equipment (e.g., switches, routers, firewalls), as well as servers and end-user systems.
• Ensure compliance with IT policies, procedures, and security protocols, including network and cloud security standards.
• Document support processes and resolutions for future reference.
• Provide regular progress updates to customers, ensuring clear communication throughout the support lifecycle.

Requirements:

• Proven experience as a 2nd Line Support Engineer or similar role in a professional IT environment.
• Strong knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, and routing/switching.
• Hands-on experience with Cisco networking equipment and command-line configuration is highly desirable.
• Experience supporting or administering Microsoft Azure (e.g., virtual machines, storage, Active Directory, networking, security groups).
• Experience in a Support/ Service/ Helpdesk environment with exposure to SLA-based ticketing systems.
• Excellent problem-solving, analytical, and communication skills.
• Ability to work independently and collaboratively as part of a high-performing support team.

Preferred Certifications:

• Cisco CCNA / CCNP
• Microsoft Certified: Azure Administrator Associate (AZ-104)

Benefits:

• Free Certifications
• Life Assurance
• Health Insurance