2nd Line IT Support Engineer

Role Overview

Technical Support & Troubleshooting

• Provide second-line technical support across a varied customer base.
• Investigate and resolve escalated hardware, software, network and infrastructure issues.
• Support Microsoft 365, Exchange Online, Teams, SharePoint and Entra ID.
• Troubleshoot Windows desktops, Windows Server and Active Directory environments.
• Diagnose LAN/WAN, TCP/IP, DNS, DHCP, VPN, firewall and wireless connectivity issues.
• Support cloud services, backup solutions, endpoint security and remote management platforms.

Field Engineering & Installations

• Install, configure and commission desktops, laptops, servers, printers and other business equipment.
• Install and configure switches, routers, firewalls and wireless access points.
• Troubleshoot physical network connectivity including patch leads, network ports, patch panels and comms cabinets.
• Diagnose hardware faults, replace components and perform equipment upgrades.
• Build and deploy customer workstations including operating systems, software and configuration.
• Carry out customer site assessments and investigate on-site technical problems.

Customer Support & Projects

• Work directly with customers to understand and resolve technical issues.
• Attend customer sites for installations, troubleshooting and planned technical work.
• Assist with customer onboarding, infrastructure migrations and technical projects.
• Maintain accurate service tickets and technical documentation.

Essential Skills & Experience

• Experience working in an IT support role with the ability to troubleshoot at second-line level.
• Strong knowledge of Windows desktops, Windows Server and Microsoft 365.
• Good understanding of Active Directory, Entra ID and user administration.
• Solid networking fundamentals including TCP/IP, DNS, DHCP, routing, switching and VPNs.
• Practical experience installing, configuring and troubleshooting IT hardware.
• Experience supporting network equipment including switches, routers and wireless infrastructure.
• Familiarity with remote support tools and ticketing systems.
• Full, valid UK driving licence and the ability to travel independently to customer sites.

Desirable Skills & Experience

• Previous experience working within a Managed Service Provider (MSP).
• Microsoft Azure and Intune.
• Hyper-V or VMware virtualisation.
• Datto RMM, Autotask PSA or comparable platforms.
• Backup and disaster recovery technologies.
• Microsoft Defender and endpoint security.
• Firewall configuration, VLANs and advanced networking.
• PowerShell scripting and automation.
• VoIP and business telephony.
• Cyber Essentials and cybersecurity technologies.
• Relevant Microsoft, networking or security certifications.

Compensation & Benefits

• Salary up to £35,000 per annum, depending on experience.
• Permanent, full-time position.
• Free on-site parking.
• Opportunities for technical training, development and career progression.

Working Hours

• Monday to Friday, 9:00am–5:00pm.

Work Location

• Based in Middlewich, Cheshire, with customer site visits.
• Work location is in person.

Recruitment Process

• Applicants progressing beyond initial screening will complete a practical technical assessment before being invited to interview.