At a Glance
- Tasks: Troubleshoot complex IT issues and provide top-notch support to diverse clients.
- Company: Join a growing Managed Service Provider with a supportive team culture.
- Benefits: Competitive salary, ongoing training, flexible working, and clear career progression.
- Other info: Enjoy a dynamic work environment with opportunities for professional growth.
- Why this job: Make a real impact by solving technical challenges and enhancing customer experiences.
- Qualifications: Experience in 2nd Line IT Support and strong networking skills required.
The predicted salary is between 30000 - 34500 £ per year.
Are you an experienced IT Support professional with strong networking skills and a passion for delivering exceptional customer service? We're recruiting for a growing Managed Service Provider seeking a 2nd Line IT Support Engineer to join their technical support team. This is an excellent opportunity for someone who enjoys troubleshooting complex issues, supporting a varied client base, and developing their technical expertise across infrastructure, networking, and cloud technologies. A full UK driving licence and access to a vehicle are essential, as occasional travel to customer sites will be required.
The Role
As a 2nd Line IT Support Engineer, you'll act as a key escalation point for technical issues, supporting a wide range of customers across multiple environments. You'll take ownership of incidents, service requests, and infrastructure‑related issues, ensuring they are resolved efficiently and within agreed SLAs. You’ll work closely with both internal teams and clients, providing expert technical support while contributing to projects, system improvements, and ongoing service delivery.
Key Responsibilities
- Act as an escalation point for 1st Line Support Engineers
- Diagnose and resolve complex hardware, software, server, and network issues
- Manage incidents, service requests, and problems through to resolution
- Provide onsite and remote support to customers
- Assist with infrastructure projects and service improvements
- Support virtualised server environments and cloud‑based technologies
- Create and maintain technical documentation and knowledge base articles
- Monitor system performance and identify opportunities for optimisation
- Mentor junior team members and share technical knowledge
- Maintain excellent customer communication throughout the support lifecycle
Essential Skills & Experience
- Previous experience in a 2nd Line IT Support, Service Desk, or Infrastructure Support role
- Strong networking knowledge, including:
- Network troubleshooting
- Switches, routers, and firewalls
- Network patching and cable termination
- TCP/IP, DNS, DHCP, and VLANs
- Experience supporting Microsoft Windows Server environments
- Knowledge of Microsoft 365 and Azure technologies
- Experience with virtualisation technologies such as VMware or Hyper‑V
- Excellent troubleshooting and diagnostic skills
- Strong customer‑facing communication skills
- Full UK driving licence and own vehicle
Desirable Skills
- Microsoft, CompTIA, Cisco, or other industry certifications
- Experience within an MSP environment
- Exposure to cybersecurity solutions and best practices
- Experience supporting backup and disaster recovery solutions
What's On Offer?
- Salary of £30,000 - £34,500
- Ongoing training and professional development
- Industry certification support
- Clear progression opportunities
- Company events and team activities
- Flexible working arrangements as the role develops
- Eye care scheme
- Supportive and collaborative team environment
2Nd Line IT Support Analyst employer: Solutions Engineering Recruitment
Join a dynamic Managed Service Provider in Blackburn as a 2nd Line IT Support Engineer, where you'll thrive in a supportive and collaborative team environment. With a focus on ongoing training and professional development, you will have clear progression opportunities while enjoying flexible working arrangements and engaging company events. This role not only allows you to enhance your technical expertise across diverse technologies but also offers the chance to make a meaningful impact on customer satisfaction.
Contact Details:
Solutions Engineering Recruitment Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land 2Nd Line IT Support Analyst
✨Tip Number 1
Network, network, network! Reach out to your connections in the IT world, especially those who work in managed service providers. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for technical interviews by brushing up on your troubleshooting skills. Practice common scenarios you might face as a 2nd Line IT Support Engineer, and don’t forget to showcase your customer service skills!
✨Tip Number 3
When you get an interview, be ready to discuss your past experiences with specific technologies like networking and cloud solutions. Use examples that highlight your problem-solving abilities and how you’ve helped clients in the past.
✨Tip Number 4
Don’t just apply through job boards; head over to our website and submit your application directly. It shows initiative and gives you a better chance of standing out in the crowd!
We think you need these skills to ace 2Nd Line IT Support Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in 2nd Line IT Support and showcases your networking skills. We want to see how you've tackled complex issues and delivered top-notch customer service, so don’t hold back!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how your skills align with our needs. We love seeing genuine enthusiasm for the role and the company.
Showcase Your Technical Skills:Be specific about your technical expertise, especially with networking, Microsoft Windows Server, and cloud technologies. We’re looking for someone who can hit the ground running, so let us know what you 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’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Solutions Engineering Recruitment
✨Know Your Tech Inside Out
Make sure you brush up on your networking knowledge, especially around TCP/IP, DNS, and DHCP. Be ready to discuss your experience with switches, routers, and firewalls, as well as any virtualisation technologies like VMware or Hyper-V.
✨Show Off Your Troubleshooting Skills
Prepare to share specific examples of complex issues you've resolved in the past. Think about how you diagnosed problems and what steps you took to fix them. This will demonstrate your hands-on experience and problem-solving abilities.
✨Customer Service is Key
Since this role involves a lot of customer interaction, be ready to talk about how you handle difficult situations and maintain excellent communication. Share examples of how you've provided exceptional service and built relationships with clients.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions where you'll need to explain how you'd approach certain technical issues or customer interactions. Practise thinking on your feet and articulating your thought process clearly.
