2nd Line Support Engineer

A growing IT Managed Services Provider is on the lookout for a talented and customer-focused 2nd Line Support Engineer to join their team. With over a decade of experience and a reputation for outstanding service, this company supports a wide range of organisations across various industries.

If you're passionate about delivering excellent technical support and enjoy working in a collaborative, people-first environment, this could be the role for you.

About the Role
As a key member of a small, close-knit team, you’ll be supporting clients within a 100-mile radius of the Stevenage office. This is a hands-on role that goes beyond simply closing tickets — you’ll be encouraged to understand each customer’s unique needs and help deliver tailored IT solutions.

Key Responsibilities
Triaging, troubleshooting, and resolving support tickets efficiently
Responding to monitoring alerts and resolving issues proactively
Maintaining detailed, accurate ticket notes and internal documentation
Creating end-user guides and contributing to internal knowledge resources
Identifying long-term solutions to recurring problems
Collaborating with colleagues to deliver the best outcomes for clients

What You'll Need
Previous experience in an MSP or support desk environment
Strong communication and customer service skills
Solid working knowledge of Windows 10 & 11
Proficiency with Microsoft 365, including Entra AD, Exchange, SharePoint, and OneDrive
Familiarity with Active Directory user and group management
Basic networking knowledge (switches, firewalls, TCP/IP)