At a Glance
- Tasks: Provide 2nd line IT support and troubleshoot issues with Microsoft technologies.
- Company: Join Mintivo, a fast-growing Cloud-first Managed IT Service Provider.
- Benefits: Enjoy unlimited holiday, private healthcare, and access to training opportunities.
- Other info: Great culture, employee socials, and a balanced work environment await you.
- Why this job: Be part of a dynamic team that values growth and innovation in tech.
- Qualifications: Experience in 2nd line IT support and strong knowledge of Microsoft 365 required.
The predicted salary is between 24000 - 28000 £ per year.
We are looking for a 2nd Line IT Support Engineer to join our Managed Services team. You will act as a key escalation point for 1st line, owning incidents, service requests and change through to resolution and delivering a high standard of technical support across our customer base. This role is ideal for someone who enjoys problem solving, working with modern Microsoft technologies, and contributing to continual service improvement within an MSP environment.
Mintivo is a Cloud-first Managed IT Service Provider based in Chippenham. Mintivo has grown +50% year on year. We have assembled a strong Board of Directors and Senior Leadership Team; built an incredible workforce, and have an extremely high reputation, winning multiple awards since our launch in 2018. With customers in a variety of sectors, this role is a fantastic opportunity to join a high-growth organisation that truly values both employees and customers as well as providing a huge amount of future career opportunities.
We offer a culture focused on people and development, a fast-paced and inclusive environment, and opportunities to train and grow within the company.
What We Offer
- Salary range £28,000 - £34,000 per annum, experience based
- Unlimited holiday
- Private Healthcare
- Performance and salary reviews
- Enrolment into the Mintivo Academy for training and development
- Access to online courses and work-related development
- Auto Enrolment pension scheme
- Staff and Customer referral scheme
- Great working atmosphere and balanced work environment
- Employee socials and events
- On-site lounge area and Minchester bar
- Lots of cake and fruit
This is a fantastic opportunity to join a welcoming, dynamic company offering a great culture and the chance to build a successful career.
Main Duties
- Technical Support & Escalations
- Provide 2nd line support for incidents and service requests escalated from 1st line
- Troubleshoot and resolve issues across: Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams); Azure AD / Entra ID; Windows 11 and Windows Server; Networking (DNS, DHCP, TCP/IP, VPNs, firewalls)
- Perform root cause analysis and implement permanent fixes
- Liaise with 3rd line engineers where required
- Managed Services Delivery
- Manage tickets within SLA targets using the PSA system
- Proactively identify recurring issues and recommend improvements
- Carry out scheduled maintenance, patching, and system health checks
- Complete regular onsite visits for tier 1 clients
- Security & Compliance
- Support endpoint security, MFA, Conditional Access, and backup solutions
- Assist with Cyber Essentials / security best practices
- Identify and escalate potential security incidents appropriately
- Documentation & Knowledge Sharing
- Create and maintain technical documentation and knowledge base articles
- Provide feedback and mentoring to 1st line engineers
- Contribute to service improvement initiatives and automation where possible
Essential Skills & Experience
- Previous experience in a 2nd Line IT Support role, within an MSP
- Strong knowledge of Microsoft 365 and Windows environments
- Experience supporting multiple customers and managing priorities
- Confident troubleshooting hardware, software, and network issues
- Excellent customer service and communication skills
- Experience with Azure / Intune / Endpoint Manager
- Familiarity with RMM and PSA tools (e.g. HaloPSA, Autotask, ConnectWise)
Desirable
- Exposure to VoIP, firewalls (Fortinet, Sophos, Meraki), or backups
- IT certifications (Microsoft, CompTIA, ITIL)
Personal Attributes
- Methodical and calm under pressure
- Strong problem solving mindset
- Takes ownership and sees issues through to resolution
- Passionate about technology and continuous learning
Qualifications
No formal qualifications are required but it is important that you have some relevant technical skills and experience.
Who You Are
Excellent customer service is at the heart of what we do – you have an enthusiastic "can do" attitude who will be a welcomed addition to a positive team in a great environment. You have a willingness to learn from others while striving to benefit and add value for our customers. You will be keen to learn and progress.
Notes
- 37.5 hours a week Mon-Fri. Some occasional work at weekends and outside of normal hours may be required.
- Travel to customer sites may be required.
- This role requires a DBS and BPSS security checks.
Apply
If this role sounds like you, please apply with an up-to-date CV and short cover letter telling us why you’re interested and how you think you’re a good fit. Mintivo Ltd is an equal opportunity employer. Please only apply if you have the Right to Work in the UK. If you have not heard from us within two weeks, please feel free to nudge. Recruiters are not required at this time.
2nd Line IT Support Engineer in Chippenham employer: Mintivo
Mintivo is an exceptional employer located in Chippenham, offering a dynamic work environment where innovation and collaboration thrive. As a member of our Managed Services team, you'll benefit from ongoing professional development opportunities, a supportive culture that values your contributions, and the chance to work with cutting-edge Microsoft technologies. Join us to be part of a team that prioritises employee growth and fosters a passion for problem-solving in IT support.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line IT Support Engineer in Chippenham
✨Tip Number 1
Get your networking game on! Reach out to people in the industry, especially those who work at Mintivo or similar companies. A friendly chat can sometimes lead to job opportunities that aren’t even advertised.
✨Tip Number 2
Show off your problem-solving skills during interviews. Prepare some examples of how you've tackled tricky IT issues in the past. This will demonstrate your ability to handle the challenges of a 2nd Line IT Support Engineer.
✨Tip Number 3
Don’t forget to research Mintivo’s culture and values! Tailor your conversations to show how you align with their focus on people and development. It’ll make you stand out as a candidate who truly fits in.
✨Tip Number 4
Apply through our website for a smoother process! It shows you're genuinely interested and gives us a chance to see your application in the best light. Plus, it’s always good to keep things direct!
We think you need these skills to ace 2nd Line IT Support Engineer in Chippenham
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience with Microsoft technologies and 2nd line support. We want to see how your skills match the role, so don’t be shy about showcasing your problem-solving abilities!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Tell us why you’re excited about joining Mintivo and how you can contribute to our team. Keep it concise but make sure your personality comes through.
Show Off Your Customer Service Skills:Since excellent customer service is key for us, share examples of how you've gone above and beyond for customers in your previous roles. We love seeing that 'can do' attitude in action!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re keen on being part of our team!
How to prepare for a job interview at Mintivo
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Windows environments, and networking basics. Be ready to discuss specific troubleshooting scenarios you've encountered in the past, as this will show your practical experience and problem-solving skills.
✨Showcase Your Customer Service Skills
Since excellent customer service is key for this role, prepare examples of how you've handled difficult situations with clients. Highlight your 'can do' attitude and how you’ve gone above and beyond to ensure customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific technical issues or customer interactions. Practise articulating your thought process clearly, as this will demonstrate your methodical approach and calmness under pressure.
✨Demonstrate a Willingness to Learn
Mintivo values continuous learning, so be prepared to discuss how you keep your skills updated. Mention any relevant courses or certifications you're pursuing, and express your enthusiasm for training opportunities within the company.
