2nd Line Support

2nd line support

Permanent - Hybrid

On behalf of a key client we are looking for a 2nd Line Engineer to join an established Bristol-based team known for its strong engineering discipline and high-quality service.

If you want a role where you aren''t just a "ticket-closer" but a mentor and a key contributor to technical processes, this is for you.

The Role

As a Tier-2 escalation engineer, you will own the resolution of complex issues that go beyond the initial support desk. You''ll be working within a modern tech stack (Microsoft 365, Azure, Intune, and high-level networking) to support a diverse SME customer base.

Key responsibilities include:

• Technical Escalations: Resolving complex issues across M365 (Exchange, SharePoint, Teams), Intune, and Entra ID.
• Infrastructure & 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.

Who You Are

• Experience: 2+ years in an MSP 2nd line role or a senior in-house IT support position.
• M365 Mastery: Proficient in admin tasks; certifications like MS-900 are expected, while MS-102 or endpoint admin certs are highly preferred.
• Networking Knowledge: Solid understanding of DNS, DHCP, and firewalls (experience with Aruba, Ubiquiti, or DrayTek is a plus).
• Tooling: Familiarity with PSA/RMM tools like HaloPSA and Datto (or equivalents like ConnectWise or NinjaOne).
• Communication: Calm, clear, and professional written communication skills.