At a Glance
- Tasks: Provide 2nd line IT support, troubleshoot issues, and maintain client relationships.
- Company: Join a leading Managed Service Provider in Peterborough.
- Benefits: Competitive salary, career development, and exposure to modern technologies.
- Other info: Dynamic role with opportunities for travel and professional growth.
- Why this job: Make a real impact while working with diverse technologies and clients.
- Qualifications: 2+ years in IT support, strong troubleshooting skills, and customer service focus.
The predicted salary is between 40000 - 45000 € per year.
Principal IT are currently working with a leading Managed Service Provider who are looking to recruit an experienced IT Support Engineer to join their growing technical team. This is an excellent opportunity for a customer-focused engineer who enjoys a mix of remote support, onsite work, and hands-on troubleshooting across a broad range of modern technologies. Based from their Peterborough office, with regular travel to customer sites including Heathrow, this role will primarily support a key strategic client while also assisting across the wider managed services customer base. The successful candidate will play an important role in delivering high-quality support services, maintaining strong client relationships, and contributing to ongoing service improvements within a fast-paced MSP environment.
The Role
As an IT Support Engineer, you will provide both remote and onsite technical support across a variety of customer environments. You will be responsible for diagnosing and resolving escalated technical issues, supporting infrastructure and cloud technologies, and ensuring excellent customer service delivery at all times. This role would suit someone with previous MSP or service desk experience who enjoys working across multiple technologies and building strong client relationships.
Key Responsibilities
- Provide 2nd line technical support across customer environments
- Resolve escalated incidents from the 1st line support team
- Deliver both remote and onsite support where required
- Troubleshoot issues across systems, networks, infrastructure, and applications
- Manage and update tickets through the service desk platform
- Ensure tickets are progressed within agreed SLAs
- Escalate complex technical issues to senior engineers where necessary
- Attend customer sites to deliver onsite technical support
- Create and maintain technical documentation and knowledge base articles
- Monitor infrastructure alerts through RMM and monitoring platforms
- Support ongoing service improvement and automation initiatives
- Promote IT security best practices across customer environments
- Build strong working relationships with customers and stakeholders
Technologies
You will gain exposure to a broad range of technologies including:
- Microsoft Technologies: Microsoft 365, Exchange Online, SharePoint, Microsoft Teams, Intune / Endpoint Management, Windows 10 & Windows 11, Windows Server
- VMware & Hyper-V
- Backup & Disaster Recovery solutions
- Identity & Access Management
- Networking: Firewalls, VPN connectivity
- Support Tools: RMM platforms, Remote support tools
Skills & Experience Required
- Minimum 2 years’ experience within an IT support, MSP, or service desk environment
- Strong troubleshooting and diagnostic skills
- Experience supporting Microsoft 365 environments
- Good understanding of networking technologies
- Experience using ticketing and remote support systems
- Excellent communication and customer service skills
- Strong organisational and prioritisation abilities
- Full UK driving licence
- Willingness to travel to customer sites when required
Certifications
- Microsoft Associate Certification (MD-102 or MS-102) or equivalent
- AZ-104
- SC-300
- Cisco Meraki certifications
If you are an experienced 2nd line IT support engineer looking to step into a delivery-focused role with strong career development opportunities, we would love to hear from you.
2nd Line IT Support Engineer - Peterborough employer: Principal-IT-1
Join a leading Managed Service Provider in Peterborough, where you will thrive in a dynamic work culture that prioritises employee growth and development. With a competitive salary and the opportunity to work with cutting-edge technologies, you'll enjoy a mix of remote and onsite support while building strong client relationships. Our commitment to high-quality service and continuous improvement makes us an excellent employer for those seeking meaningful and rewarding careers in IT support.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line IT Support Engineer - Peterborough
✨Tip Number 1
Network like a pro! Attend local tech meetups or industry events in Peterborough. It's a great way to meet potential employers and other IT pros who can give you the inside scoop on job openings.
✨Tip Number 2
Don’t underestimate the power of LinkedIn! Make sure your profile is up-to-date and showcases your skills in Microsoft 365, networking, and troubleshooting. Connect with recruiters and follow companies you're interested in.
✨Tip Number 3
Practice your interview skills! Get a friend to throw some common IT support questions your way. Focus on how you’d handle real-life scenarios, especially those involving customer service and technical challenges.
✨Tip Number 4
Apply through our website! We’re always on the lookout for talented individuals like you. Tailor your application to highlight your experience with remote support and client relationships to stand out from the crowd.
We think you need these skills to ace 2nd Line IT Support Engineer - Peterborough
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your 2nd line support experience, especially with Microsoft technologies and customer service, to show us you're the right fit.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you’re passionate about IT support and how your previous experiences align with our needs. A personal touch can really make you stand out from the crowd!
Showcase Your Troubleshooting Skills:In your application, give examples of how you've successfully diagnosed and resolved technical issues in the past. We love seeing real-life scenarios that demonstrate your problem-solving abilities.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss any important updates from us!
How to prepare for a job interview at Principal-IT-1
✨Know Your Tech Inside Out
Make sure you brush up on the technologies mentioned in the job description, especially Microsoft 365 and networking. Be ready to discuss your experience with these tools and how you've used them to solve problems in the past.
✨Show Off Your Customer Service Skills
Since this role is all about building strong client relationships, prepare examples of how you've delivered excellent customer service. Think of specific situations where you turned a challenging interaction into a positive outcome.
✨Practice Troubleshooting Scenarios
Expect to be tested on your troubleshooting skills during the interview. Prepare for hypothetical scenarios where you might need to diagnose and resolve technical issues. Practising these will help you think on your feet.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, ongoing projects, or how they measure success in this role. This shows your genuine interest and helps you gauge if it’s the right fit for you.
