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- Tasks: Provide top-notch 2nd Line technical support to diverse clients and tackle exciting tech challenges.
- Company: Join a rapidly growing Managed Service Provider with a stellar reputation.
- Benefits: Enjoy competitive pay, training opportunities, and a supportive work culture.
- Why this job: Work with cutting-edge tech and make a real difference in client environments.
- Qualifications: 2+ years in a 2nd Line Engineer role and strong tech knowledge.
- Other info: Great career progression and a friendly team eager to help you grow.
The predicted salary is between 30000 - 42000 ÂŁ per year.
Hybrid – Bristol/Cardiff | On-site required 3x weekly
You’ll provide high-quality 2nd Line technical support to a diverse portfolio of clients, ensuring service excellence across Windows, Microsoft 365, Virtualisation, Networking, and Cloud environments. You’ll take ownership of escalated incidents, work closely with senior engineers, and continuously develop your technical skills through hands-on work and structured training.
Key Responsibilities
- Deliver 2nd Line technical support across client systems, including on-site visits in Bristol and Cardiff.
- Communicate clearly with clients, end users, and third parties via phone, email, and remote support tools.
- Own escalated tickets, collaborating with wider engineering teams to drive timely resolution.
- Participate in the out-of-hours emergency support rota.
- Use internal Service Desk tools to manage and update tickets in line with SLA requirements.
- Create and maintain high-quality documentation for internal and client systems.
- Follow ISO20000 and ISO27001-aligned processes and procedures.
- Research unfamiliar technologies and develop solutions independently.
- Contribute to continuous service improvement initiatives.
- Build knowledge of preferred technical stacks and support junior team members.
- Undertake training required to grow your technical capability and industry knowledge.
What You’ll Bring
- 2+ years’ experience in a 2nd Line Engineer or MSP Field Engineer role.
- Experience working within a Managed Service Provider environment.
- Full UK driving licence.
- Strong working knowledge across:
- Windows Server
- Windows Desktop OS
- Active Directory & DNS
- LAN/WAN/VPN (routers, switches, firewalls)
- Citrix / RDS / WVD
- Microsoft certifications
- Backup tech knowledge (Veeam preferred)
Who You Are
- Driven, adaptable, and proactive with a strong “can-do” mindset.
- Passionate about technology and delivering exceptional customer service.
- Comfortable taking ownership and acting as a technical escalation point.
- A natural problem-solver who enjoys learning unfamiliar technologies.
- Supportive and collaborative, keen to help develop junior team members.
Why You’ll Love It
- Join a rapidly growing MSP with a strong reputation and ambitious roadmap.
- Work with a wide range of modern technologies across varied client environments.
- Excellent opportunities for training, certification, and career progression.
- Supportive, friendly culture that values continuous development and high-quality engineering.
IT Support Engineer (2nd Line) employer: IP-People
Contact Detail:
IP-People Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Engineer (2nd Line)
✨Tip Number 1
Network like a pro! Attend local tech meetups or industry events in Bristol and Cardiff. It's a great way to meet potential employers and show off your passion for IT support.
✨Tip Number 2
Don’t just apply online; reach out directly! Find the hiring manager on LinkedIn and drop them a message. A personal touch can make you stand out from the crowd.
✨Tip Number 3
Prepare for those tricky technical interviews! Brush up on your knowledge of Windows, Active Directory, and networking. We all know that hands-on experience speaks volumes, so be ready to showcase your skills.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can keep you fresh in their minds. Plus, it shows you’re genuinely interested in the role and the company.
We think you need these skills to ace IT Support Engineer (2nd Line)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in 2nd Line support and any relevant technologies mentioned in the job description. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter: Use your cover letter to showcase your passion for technology and customer service. Tell us why you’re excited about this role and how you can contribute to our team at StudySmarter.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled technical challenges in the past. We love seeing candidates who can think on their feet and come up with innovative solutions!
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 from our team!
How to prepare for a job interview at IP-People
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows Server, Active Directory, and networking concepts. Be ready to discuss how you've tackled technical issues in the past, as this will show your problem-solving skills and hands-on experience.
✨Practice Clear Communication
Since you'll be dealing with clients and end users, practice explaining technical concepts in simple terms. Role-play common scenarios where you might need to communicate solutions or updates, ensuring you can convey information clearly and confidently.
✨Show Your Ownership Mindset
Prepare examples of when you've taken ownership of escalated tickets or complex issues. Highlight how you collaborated with teams to resolve these problems, demonstrating your proactive approach and ability to work under pressure.
✨Emphasise Continuous Learning
Talk about your passion for technology and any recent training or certifications you've pursued. Mention how you stay updated with new technologies and how you plan to contribute to continuous service improvement initiatives within the company.
