2nd Line Service Desk Engineer

Location: Gloucester (Hybrid working - 2-3 days per week from home)
Type: Permanent
Salary: Up to £33,000 DOE

Overview

I am working with a well-established and growing Managed Service Provider (MSP) based in Gloucester who are looking to recruit a 2nd Line Service Desk Engineer. This is an excellent opportunity for an experienced support engineer to join a busy technical team supporting a diverse client base in a fast-paced MSP environment.

The successful candidate will act as an escalation point from 1st line, taking ownership of incidents and service requests while delivering a high level of customer service.

Key Responsibilities

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Provide 2nd line technical support to multiple MSP clients via phone, email, and remote support tools

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Handle escalated tickets from the 1st line team, ensuring issues are resolved within agreed SLAs

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Troubleshoot and support Windows 10/11 and Windows Server environments

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Administer and support Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive

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Manage Active Directory, Group Policy, user accounts, permissions, and security groups

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Diagnose and resolve networking issues including DNS, DHCP, TCP/IP, VPNs, and firewall-related problems

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Support onboarding and offboarding of users and devices

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Maintain accurate ticket updates and technical documentation

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Escalate complex or unresolved issues to 3rd line support when required

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Work collaboratively with internal teams to improve service delivery and processes

Required Skills & Experience

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Proven experience in a 2nd line IT support role, ideally within a Managed Service Provider environment

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Strong knowledge of Microsoft Windows desktop and server operating systems

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Experience supporting Microsoft 365 and cloud-based services

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Solid understanding of networking fundamentals and troubleshooting

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Experience using ticketing systems and remote support tools

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Strong communication skills with a customer-focused approach

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Ability to manage and prioritise a varied workload in a busy support environment

Working Arrangement & Benefits

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Hybrid working model: 2-3 days per week working from home

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Private health and dental care

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Paid charity leave

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Funded training and industry recognised certifications

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Office-based days in Gloucester

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Opportunity for training, development, and career progression

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Supportive team culture within a growing MSP

Eligibility

All applicants must have the right to work in the UK and be within a commutable distance of the Gloucester office. Sponsorship is not available for this role