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For Companies At a Glance
- Tasks: Provide 2nd line IT support, troubleshoot issues, and ensure excellent customer service.
- Company: Leading Managed Service Provider with a focus on innovation and client relationships.
- Benefits: Competitive salary, career development opportunities, and a mix of remote and onsite work.
- Other info: Exciting role with opportunities for growth and exposure to diverse technologies.
- Why this job: Join a dynamic team and work with cutting-edge technologies while making a real impact.
- Qualifications: 2+ years in IT support, strong troubleshooting skills, and experience with Microsoft 365.
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 employer: Principal IT
Contact Detail:
Principal IT Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line IT Support Engineer - Peterborough
✨Tip Number 1
Network, network, network! Get out there and connect with people in the industry. Attend local tech meetups or online webinars to meet potential employers and fellow IT pros. You never know who might have a lead on your next role!
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your projects and achievements. This is a great way to demonstrate your technical abilities and give employers a taste of what you can bring to their team.
✨Tip Number 3
Prepare for interviews by practising common technical questions and scenarios. Role-play with a friend or use online resources to get comfortable with troubleshooting questions. The more prepared you are, the more confident you'll feel!
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities that might be perfect for you. Plus, applying directly shows your enthusiasm and commitment to joining our team.
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 previous MSP or service desk experience, and don’t forget to showcase your troubleshooting skills with specific examples!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the role. Mention your passion for customer service and how you enjoy working with modern technologies, just like we do at StudySmarter.
Showcase Your Technical Skills: Since this role involves a variety of technologies, make sure to list your relevant technical skills clearly. Whether it's Microsoft 365 or networking technologies, we want to see what you can bring to the table!
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 during the process!
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 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.
✨Prepare for Troubleshooting Scenarios
Expect to be tested on your troubleshooting skills during the interview. Practice explaining your thought process when diagnosing issues, and be ready to walk through how you would approach resolving common technical problems.
✨Ask Insightful Questions
At the end of the interview, have a few questions ready that show your interest in the company and the role. Ask about their approach to ongoing service improvements or how they support their engineers' professional development.