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For Companies At a Glance
- Tasks: Provide top-notch 2nd Line IT 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 role and strong tech knowledge required.
- Other info: Great career progression and a friendly team eager to help you grow.
The predicted salary is between 36000 - 60000 £ per year.
Hybrid – Bristol/Cardiff | On-site required 3x weekly
The Role
You will 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 will 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 Will 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 Will 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) in West Bromwich 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) in West Bromwich
✨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 wait for job openings to pop up. Reach out directly to companies you admire, even if they’re not hiring. A friendly email expressing your interest can go a long way!
✨Tip Number 3
Prepare for interviews by brushing up on common technical questions related to Windows, Microsoft 365, and networking. We all know that confidence is key, so practice makes perfect!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace IT Support Engineer (2nd Line) in West Bromwich
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Support Engineer role. Highlight your experience with Windows, Microsoft 365, and any relevant certifications. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for technology and customer service. Let us know why you're excited about this role and how you can contribute to our team.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled technical challenges in the past. We love candidates who can demonstrate their problem-solving abilities and adaptability in real-world situations.
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’re considered for the role. Plus, it shows you're keen to join 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 specific scenarios where you've used these technologies in your previous roles. This will show that you're not just familiar with the tools, but that you can apply them effectively.
✨Practice Clear Communication
Since you'll be communicating with clients and end users, practice explaining technical concepts in simple terms. You might even want to role-play common support scenarios with a friend. This will help you convey your ideas clearly during the interview and demonstrate your customer service skills.
✨Show Your Problem-Solving Skills
Prepare examples of challenging technical issues you've resolved in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will highlight your ability to take ownership of escalated incidents and work collaboratively with teams to find solutions.
✨Emphasise Continuous Learning
Talk about any recent training or certifications you've pursued, especially those related to Microsoft technologies or backup solutions like Veeam. This shows your commitment to professional development and aligns with the company's focus on continuous improvement and training opportunities.
