2nd Line IT Engineer

Role: 2nd Line IT Engineer Type: Full Time, Permanent Salary: 30,000 - 37,000About the RoleMy client, a well-established and multi-award-winning Managed Service Provider, is looking to recruit an experienced 2nd Line Engineer to join their growing technical team. This is a fantastic opportunity to join a business that has built a strong reputation for technical excellence, staff development, and a genuinely positive workplace culture.My client has achieved consistent year-on-year growth and holds accreditations across IT security, cloud, and managed services, including recognised partner-level status with leading security vendors. They pride themselves on investing in their people, supporting internal progression, and creating an environment where employees can thrive both professionally and personally.The RoleThe Tier 2 team is responsible for supporting, investigating, and resolving issues across my client''s MSP customer base, ensuring all tickets are handled promptly and to a high standard.Key ResponsibilitiesActing as first point of contact for incoming support calls, emails, and remote sessions where requiredServing as an escalation point for apprentice and Tier 1 engineersLogging all support interactions accurately and keeping clients updated throughoutManaging incidents and requests in line with agreed SLAsSupporting continuous improvement initiatives alongside the Tier 2 ManagerMentoring and supporting apprentice and Tier 1 engineersLiaising daily with clients on ..... full job details .....