2nd Line IT MSP Support Engineer - starting Jan 2026

Job Overview
We are seeking a skilled and motivated 2nd Line Support Engineer to join our team. You will spend approximately two-thirds of your time on reactive support (helpdesk requests from a range of SME business clients) and one-third on proactive projects (monitoring, planning, cybersecurity).

You will work directly with clients in a wide range of client companies typically ranging from 20–100 staff. This role is remote-first, with some on-site visits on an as-required basis – either to solve problems that cannot be fixed remotely, or to install or decommission equipment. The role covers a wide range of requirements such as assisting with cyber security projects using industry toolsets and frameworks, and working with cloud-hosted VoIP telephony solutions.

Typically, 75% or more of our work is carried out remotely but this varies by client and their changing requirements. You will report to the Technical Director and collaborate closely with a wider friendly, professional team that values integrity, reliability, and continuous improvement.

Key Responsibilities:

• Reactive / Helpdesk Support (Approximately 2/3 of the Role)
• Provide troubleshooting and resolution for client issues involving:
• • Windows client environments (Windows 10/11)
• • Windows Server and Microsoft 365 (on-prem, hybrid, cloud)
• • Basic networking (VPN, firewalls, routing)
• • Cybersecurity best practices (e.g., password policies, MFA, patching).
• • Cloud-based telephony – assist with third party telecoms provider for setup/maintenance/troubleshooting of cloud-hosted VOIP systems
• Escalate complex issues to senior engineers where necessary and ensure SLA adherence.
• Maintain customer satisfaction through prompt, clear communication and good ticket closure rates where their problems have been properly addressed
• Proactive / Project Work (Approximately 1/3 of the Role)
• Conduct cyber vulnerability remediation using a variety of tools to ensure that clients remain compliant with standards such as Cyber Essentials and NIS2.
• Assist in planning and implementing new IT solutions and upgrades for client environments
• Conduct system monitoring and patch management to prevent downtime and security breaches
• Support cybersecurity initiatives, such as vulnerability scans, compliance checks (Cyber Essentials), and incident response planning
• Document procedures and contribute to the development of best practices

Required Skills and Experience:

• Proven experience in a 2nd Line IT Support role, or 2+ years in 1st line role showing evidence of strong development in skills and responsibilities
• Good working knowledge of Microsoft Windows Server, Microsoft 365, and hybrid cloud environments
• Strong knowledge of Windows 10 and 11 operating systems from both admin and user perspectives – installation, configuration and troubleshooting
• Proficiency in networking fundamentals (IP, DNS, DHCP, VPN, firewalls, Wi-Fi)
• Excellent problem-solving and analytical skills
• Strong customer service orientation with good inter-personal skills and, in particular, a willingness to pick up the phone and talk to clients to make sure they\’re happy and their problems are resolved quickly and professionally to their satisfaction
• Ability to work independently and as part of a team in a remote-working environment
• Good written and spoken English language skills – clear, accurate communication is essential with both clients and our team
• Valid UK driving licence and access to a vehicle for client site visits (you would need to ensure that your vehicle is correctly insured for business use). You may need to take equipment to/from sites, so a motorbike would not be suitable. You must live within our operational area and be prepared to drive to all other parts of it as required.

Desirable Skills and Experience:

If you have one or more of these, they will increase your potential as a candidate for this role, but none are essential for the right candidate, as training will be provided.

• Experience working in an MSP environment (where you are expected to continuously log and