2nd Line Engineer

Role: 2nd Line IT Engineer (MSP) - Service Desk & Field Based Location: Bromsgrove Salary: £35,000

We are a growing Managed Service Provider (MSP) looking for a skilled and motivated 2nd Line IT Engineer to join our team. This is a varied role combining service desk support with on-site client work, ideal for someone who enjoys both troubleshooting remotely and getting hands-on in the field.

About the Role

As a 2nd Line Engineer, you'll be a key escalation point for technical issues while also delivering high-quality on-site support to our clients. You'll work across a wide range of technologies, with a strong emphasis on networking.

Key Responsibilities

Provide 2nd line support for desktops, servers, and network infrastructure

Troubleshoot and resolve escalated technical issues efficiently

Perform on-site installations, maintenance, and support visits

Configure and support network devices (routers, switches, firewalls)

Assist with project work, including system upgrades and migrations

Maintain clear documentation and update tickets within the helpdesk system

Deliver excellent customer service at all times

Skills & Experience Required

Previous experience in a 2nd line role, ideally within an MSP environment

Strong networking knowledge (TCP/IP, VLANs, DNS, DHCP, VPNs)

Experience with firewalls and switches (e.g. Cisco, Ubiquiti, Fortinet, etc.)

Solid understanding of Microsoft environments (Windows Server, Microsoft 365, Active Directory)

Experience with remote support tools and ticketing systems

Full UK driving licence (essential for field-based work)

Desirable Skills

Experience with virtualisation (e.g. VMware, Hyper-V)

Knowledge of backup and disaster recovery solutions

Exposure to cloud platforms such as Azure

What We Offer

Paid for training and certifications

Allotted study time in your working week

Excellent career progression