2nd Line Engineer

2nd Line Engineer Bristol Salary: 32-37k Location: Bristol (Hybrid) Type: Full-time, permanentAbout the OpportunityWe are recruiting on behalf of an established Bristol-based managed service provider with a reputation for strong engineering discipline and high-quality service. They are looking for a 2nd Line Engineer to join their team.If you want a role where you are more than a "ticket-closer", and where you can be a mentor and a key contributor to technical processes, this could be the move for you.The RoleAs a Tier-2 escalation engineer, you will own the resolution of complex issues that go beyond the initial support desk. You will work within a modern tech stack (Microsoft 365, Azure, Intune and high-level networking) supporting a diverse SME customer base. Key responsibilities include:Technical Escalations: Resolving complex issues across M365 (Exchange, SharePoint, Teams), Intune and Entra ID.Infrastructure and Networking: Troubleshooting firewall rules, VPNs, VLANs and hybrid identity setups.Mentorship: Supporting 1st line and apprentice engineers through pair-troubleshooting and knowledge transfer.Continuous Improvement: Identifying recurring ticket patterns and authoring runbooks to improve team efficiency.About YouThe company hires based on the GWC principle: you Get the role, you Want it, and you have the Capacity to deliver.Experience: 2+ years in an MSP 2nd line role or a senior in-house IT support position.M365 Knowledge: Proficient in admin tasks. ..... full job details .....