The Role: 2nd Line Support Engineer
This is an excellent opportunity for an experienced 2nd Line Support Engineer to join a growing, customer-focused IT services business that prides itself on delivering reliable, high-quality support. As a 2nd Line Support Engineer, you’ll act as a technical escalation point while remaining hands-on with both remote and on-site support, taking full ownership of issues from investigation through to resolution.
Based in St Ives, Cambridgeshire, this is a permanent, full-time role offering variety, autonomy, and clear development opportunities. The business operates within the managed services space, supporting a diverse client base and placing strong emphasis on consistency, professionalism, and doing things properly. This 2nd Line Support Engineer role is ideal for someone who enjoys technical challenge, values customer experience, and wants to progress within a supportive environment.
Main Responsibilities:
- Act as an escalation point for 1st Line support, resolving complex technical incidents
- Provide remote and on-site IT support to end users and client infrastructure
- Troubleshoot and resolve issues across Microsoft 365, Azure, Windows Server, Active Directory, and networking
- Deliver, install, and configure IT equipment at client sites
- Monitor alerts, patching, and system health to proactively prevent issues
- Support cloud and virtualisation technologies including Azure, AWS, Hyper-V, and VMware
- Liaise with third-party suppliers to coordinate technical resolutions
- Assist with site deployments, upgrades, and system implementations
- Maintain accurate documentation, tickets, and asset records
- Create and update knowledge base documentation
- Support and mentor 1st Line colleagues
- Manage workload effectively across service desk and field-based tasks
Skills/Experience:
- Proven experience in a 2nd Line Support Engineer, Field Engineer, or similar MSP role
- Strong technical knowledge of Microsoft 365, Windows OS, and Active Directory
- Experience working with cloud platforms such as Azure, AWS, or Google Cloud
- Understanding of virtualisation technologies (Hyper-V, VMware, Citrix)
- Solid networking knowledge including TCP/IP, VLANs, DNS, DHCP, VPNs, and Wi-Fi
- Experience supporting hardware, printers, and mobile devices (iOS & Android)
- Excellent communication skills with the ability to explain technical issues clearly
- Organised, proactive, and calm under pressure
- Full UK driving licence and willingness to travel
Salary & Working Hours:
Salary: £28,000 - £35,000 per annum (open to negotiation depending on experience)
Working Hours: Full-time, Monday to Friday
Employment Type: Permanent
Location: St Ives, Cambridgeshire (on-site with travel)
Benefits:
- Competitive salary package
- 25 days annual leave plus increases with service
- Employee Assistance Programme and wellbeing support
- 24/7 online GP access
- Training and personal development opportunities
- Free access to online learning platforms
- Cycle to Work scheme
- Electric car scheme (after qualifying service)
- Employee referral scheme
- Free on-site parking
If the position of 2nd Line Support Engineer is of interest, please click Apply. We aim to respond to all applicants; however, if you haven’t heard from us within 10 days, please assume your application has been unsuccessful on this occasion.
If you have any questions regarding this 2nd Line Support Engineer role, please don’t hesitate to contact our office on 01480 431888.