2nd Line IT Support Engineer

Salary: £34,000 - 36,000 per year

Requirements:

• Significant experience with Autotask for ticketing, Salesforce for CRM, and 3CX for VoIP.
• Strong proficiency in Windows Server, Office 365, Azure, networking, SonicWall/firewall configuration, and virtualisation (Hyper-V/VMware).
• Proficiency in setting up workflows and billing configurations within Autotask and Salesforce is highly desirable.
• ITIL, Microsoft (Azure, Office 365), CompTIA, or Cisco (CCNA) certifications are highly desirable.
• At least 5 years of experience in a Managed Service Provider environment, demonstrating advanced technical support, client management, and project delivery.
• Skilled in Power Automate and PowerShell scripting to automate workflows and improve service desk efficiency.
• A proactive, solutions-focused approach to resolving complex technical challenges and delivering lasting results.
• Experience with service management tools like ServiceNow or ConnectWise.
• ITIL Foundation or Intermediate certifications.
• Previous mentoring or team leadership experience within a service desk or technical support team.

Responsibilities:

• Deliver advanced Level 2 support, troubleshooting complex hardware, software, network, and firewall issues.
• Lead escalated cases from Level 1 teams, providing hands-on, timely solutions to maintain high levels of client satisfaction.
• Utilise experience in Windows Server, Office 365, and virtual environments to resolve incidents effectively.
• Configure, deploy, and maintain SonicWall firewalls and other security devices to secure client networks.
• Set up, configure, and manage virtual servers, ensuring stable and efficient virtualised environments (Hyper-V/VMware).
• Act as a primary technical contact for clients, building and maintaining strong relationships to meet and exceed SLA expectations.
• Conduct monthly service reviews, optimise service delivery processes, and proactively suggest improvements.
• Apply ITIL practices to manage incidents, change requests, and problem resolution, delivering a seamless client experience.
• Enhance service desk efficiency with automation tools like Power Automate and PowerShell scripting to reduce manual processes.
• Document, review, and update support procedures, creating a repository of best practices for the team and clients.
• Implement data-driven strategies to reduce ticket volume and enhance self-service capabilities.
• Plan and lead IT projects, including hardware rollouts, cloud migrations (Azure, Office 365), and network or system integrations.
• Coordinate project resources, timelines, and deliverables to ensure on-time, within-budget project completion.
• Create detailed project documentation and conduct post-project reviews to capture lessons learned and improvements.
• Mentor junior engineers, sharing knowledge to build team capability and foster professional growth.
• Contribute to training materials and technical sessions, empowering the team with the latest industry insights and best practices.
• Support KPI development to track and enhance team performance and client satisfaction metrics.

Technologies:

• Azure
• Cloud
• Cisco
• CRM
• Firewall
• Hardware
• Hyper-V
• Support
• ITIL
• Network
• Office 365
• PowerShell
• Salesforce
• Security
• ServiceNow
• VMware
• Windows

More:

We are a collaborative MSP environment where innovation, inclusivity, and teamwork drive our mission. We offer a comprehensive benefits package, including certification reimbursement, and the chance to work on diverse client projects across industries, delivering tailored technology solutions for real-world challenges. We value learning and provide clear career growth pathways within a dynamic MSP setting.

last updated 35 week of 2026