At a Glance
- Tasks: Provide 2nd line IT support, troubleshoot issues, and maintain strong client relationships.
- Company: Leading Managed Service Provider with a focus on customer satisfaction.
- Benefits: Competitive salary, career development opportunities, and exposure to modern technologies.
- Other info: Opportunity for travel and hands-on experience with cutting-edge technologies.
- Why this job: Join a dynamic team and make a real impact in IT support across diverse environments.
- Qualifications: Minimum 2 years in IT support, strong troubleshooting skills, and excellent communication.
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
- Entra ID / Azure Active Directory
- Intune / Endpoint Management
- Windows 10 & Windows 11
- Windows Server
- Microsoft Defender
- Cloud & Infrastructure
- Microsoft Azure
- VMware & Hyper-V
- Backup & Disaster Recovery solutions
- Identity & Access Management
- Networking
- Cisco Meraki
- Firewalls
- VPN connectivity
- Network troubleshooting
Support Tools
- RMM platforms
- Service desk systems
- Remote support tools
- Monitoring & alerting systems
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
- Essential: Microsoft Associate Certification (MD-102 or MS-102) or equivalent
- Desirable: 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 in Cambridge employer: Principal IT
Join a leading Managed Service Provider in Peterborough, where you will thrive in a dynamic work culture that values customer focus and technical excellence. With opportunities for professional growth and exposure to a diverse range of modern technologies, this role offers the perfect blend of remote and onsite support, ensuring you build strong client relationships while contributing to service improvements. Enjoy a supportive environment that encourages continuous learning and development, making it an ideal place for ambitious IT professionals.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line IT Support Engineer - Peterborough in Cambridge
✨Tip Number 1
Network like a pro! Attend industry meetups or tech events in Peterborough to connect with potential employers and fellow IT enthusiasts. Don’t be shy; introduce yourself and share your passion for IT support!
✨Tip Number 2
Show off your skills! Consider creating a personal project or contributing to open-source software that showcases your troubleshooting abilities and knowledge of Microsoft technologies. This can really make you stand out!
✨Tip Number 3
Prepare for interviews by brushing up on common technical questions related to 2nd line support. Practice explaining your thought process when troubleshooting issues, as this will demonstrate your problem-solving skills to potential employers.
✨Tip Number 4
Apply through our website! We’re always on the lookout for talented individuals like you. Make sure to tailor your application to highlight your experience with customer service and technical support, as these are key in our fast-paced MSP environment.
We think you need these skills to ace 2nd Line IT Support Engineer - Peterborough in Cambridge
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, to show us you're the right fit for the role.
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!
Show Off 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. It’s the best way for us to receive your application and ensures you don’t miss any important updates from our team!
How to prepare for a job interview at Principal IT
✨Know Your Tech Inside Out
Make sure you brush up on the technologies mentioned in the job description, especially Microsoft 365, networking, and remote support tools. Be ready to discuss your hands-on experience with these systems and how you've tackled technical issues 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 resolved a customer's issue and how you communicated effectively throughout the process.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that test your troubleshooting skills. Practice explaining your thought process when diagnosing and resolving technical issues, as this will demonstrate your problem-solving abilities and technical knowledge.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about the company culture, team dynamics, or ongoing projects. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
