2nd Line Support Engineer | Liverpool | MSP

We've partnered with a well-established technology provider that delivers a range of services including connectivity, cloud solutions, security, and IT infrastructure support. They pride themselves on being a people-first business, building strong, long-term relationships with their clients.

Overview:

We're looking for a technically strong 2nd Line Support Engineer to join a growing service desk team. This role is ideal for someone confident handling escalations while gaining exposure to more advanced infrastructure and cloud technologies. With the business continuing to grow, there are excellent opportunities for progression, upskilling, and certifications.

Responsibilities:

Provide 2nd line support across Microsoft 365, Windows environments, and core infrastructure
Manage Active Directory/Entra ID, user administration, patching, and backups
Support network troubleshooting including VPNs, Firewalls, and connectivity issues
Assist with device management (Intune/MDM) and endpoint support
Support VoIP systems and telephony configurations
Work closely with senior engineers on escalations and project work
Maintain clear documentation and follow change control processes

Skills & Experience:

Experience in a 1st/2nd Line Support role
Strong knowledge of Microsoft 365, Windows OS, Active Directory/Entra ID
Experience or exposure to VoIP/telephony systems
Understanding of networking fundamentals (DNS, DHCP, VPNs)
Good troubleshooting skills with a proactive approach
Strong communication skills and a customer-focused mindset
Relevant certifications (Microsoft, CompTIA) beneficial

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