2nd Line Support Engineer

A growing IT Managed Services Provider is on the lookout for a talented and customer-focused 2nd Line Support Engineer to join their team. With over a decade of experience and a reputation for outstanding service, this company supports a wide range of organisations across various industries.

If you're passionate about delivering excellent technical support and enjoy working in a collaborative, people-first environment, this could be the role for you.

About the Role

As a key member of a small, close-knit team, you’ll be supporting clients within a 100-mile radius of the Stevenage office. This is a hands-on role that goes beyond simply closing tickets — you’ll be encouraged to understand each customer’s unique needs and help deliver tailored IT solutions.

Key Responsibilities

• Triaging, troubleshooting, and resolving support tickets efficiently
• Responding to monitoring alerts and resolving issues proactively
• Maintaining detailed, accurate ticket notes and internal documentation
• Creating end-user guides and contributing to internal knowledge resources
• Identifying long-term solutions to recurring problems
• Collaborating with colleagues to deliver the best outcomes for clients

What You'll Need

• Previous experience in an MSP or support desk environment
• Strong communication and customer service skills
• Solid working knowledge of Windows 10 & 11
• Proficiency with Microsoft 365, including Entra AD, Exchange, SharePoint, and OneDrive
• Familiarity with Active Directory user and group management
• Basic networking knowledge (switches, firewalls, TCP/IP)